Classification: Help Desk Analyst II
Compensation: DOE
Looking for a new opportunity? You might be the right Help Desk Analyst for this growing company. This is a position for a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. Can you represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services? This Service Desk Analyst job might be for you. The chosen candidate might end up creating knowledge articles and arranging training for other Service Desk Analysts when needed. We need you to handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users. You should also know how your role as the Help Desk Analyst relates to IT projects and IT Service Management initiatives. Understanding Incident, Problem, Change Management and other processes is also important. We need the person in this position to know how these processes work together to provide superior support and high availability of our business. This Analyst job sometimes includes covering alternative shifts when needed.
Key responsibilities
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- Provide guidance to Tier 1 support and team members
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- This job is important because it must facilitate user account management. This includes onboarding, change and departure processes
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory- Candidates who have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred
- Can work independently with minimal supervision
- 0+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Be able to prioritize workload and perform in a fast-paced and challenging environment
- Experience in one or more programming or scripting language
- Comprehensive knowledge of Active Directory
- Command of MS Windows 10
- Strong problem solving and analytical skills
- Candidates who have a combination of superior customer service skills and technical aptitude will be preferred
- Complex problem solving skills are a must. Candidate must be able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Excellent verbal, written, and social skills
- If you have ITIL certification, you are strongly encouraged to apply
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