IT Service Desk Analyst
IT Service Desk Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Dominion Diagnostics is seeking an IT Service Desk Analyst I to provide comprehensive technical support to both internal and external customers. The ideal candidate will possess exceptional communication skills a strong technical background and a customercentric approach to resolving technical issues. This role involves managing ticket queues providing device imaging offering remote support and ensuring smooth workflows for various ITrelated tasks. Proficiency in Windows OS Microsoft Office Suite remote connectivity tools and experience in assisting users via phone email and Microsoft Teams messaging is essential.
Responsibilities:
Customer Support:
Act as the initial point of contact for technical assistance addressing inquiries and resolving issues promptly.
Provide exceptional customer service by understanding and meeting the needs of both internal and external customers.
Ticket Queue Management:
Manage and prioritize incoming support tickets ensuring timely resolution and adherence to SLAs.
Maintain accurate documentation and records of support activities within ticketing systems.
Device Imaging and Configuration:
Perform device imaging configuration and deployment for endusers ensuring consistency and compliance with company standards.
Remote Support:
Utilize remote connectivity tools to diagnose and troubleshoot technical issues for users working offsite or remotely.
Offer guidance and support for remote access and connectivity setups.
Software Expertise:
Provide assistance and troubleshooting for Windows OS and Microsoft Office Suiterelated issues.
Support internal applications including troubleshooting user access management and basic configuration.
Communication and Collaboration:
Communicate effectively with users via phone email and Teams messaging providing stepbystep guidance and resolution to technical issues.
Collaborate with crossfunctional teams to escalate and resolve complex technical problems.
Strong knowledge of Windows OS Microsoft Office Suite and troubleshooting tools.
Familiarity with remote connectivity tools and technologies.
Excellent verbal and written communication skills.
Ability to prioritize and manage multiple tasks in a fastpaced environment.
Customeroriented approach with a focus on delivering exceptional service.
Preferred Skills:
Certification(s) such as CompTIA A Microsoft Certified Professional (MCP) or equivalent.
Experience with ITIL framework or related methodologies.
Familiarity with ITSM (IT Service Management) tools like FreshService.
Physical Demands:
- Sitting: Often sit at a desk for extended periods of time.
- Lifting: May need to lift push pull and/or carry objects that weigh up to 5 pounds.
- Vision: Ability to view small print and view a computer screen for extended periods of time.
- Hearing: Ability to speak clearly and understand what others are saying. Ability to tolerate noisy conditions.
- Handeye coordination: Ability to coordinate their hands and eyes rapidly and accurately. Ability to use
- fingers to grasp move or assemble very small objects.
Required Experience:
IC
Employment Type
Full-Time
