Service Desk Analyst

Job Title: Service Desk Analyst
Location: Redwood City CA 94063
Duration: 6 Months

Shift timing/schedule: 8-5

Summary:

Under direct supervision provide technical support to end-users for computer hardware software network collaboration communication and productivity tools via phone live chat remote desktop and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

Core duties:

• Provide first line of response to requests for various hardware software peripherals and networking technical assistance. Provide remote problem resolution when possible.
• Resolve basic end-user problems and escalate as appropriate.
• Install upgrade configure and solve computing and communication devices and peripherals.
• Perform schedule and monitor system alerts work queues back-ups and recovery activities.
• Apply security standard methodologies.
• Ensure users are assigned appropriate resources.
• Other duties may also be assigned.

Education & Experience:

• Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment and in applying diagnostic techniques for problem troubleshooting.

Knowledge Skills and Abilities:

• Good communication and interpersonal skills.
• Ability to provide excellent client service.
• Ability to apply diagnostic techniques for problem troubleshooting.
• Ability to apply information technology standard methodologies including security (information security or physical security such as asset management) to problem resolution and troubleshooting.
• Familiarity with ITSM Ticketing systems like ServiceNow Remedy or ZenDesk.
• Familiarity with remote desktop tools.

Physical requirements:

• Constantly perform desk-based computer tasks.
• Frequently sitting using a telephone grasping lightly/fine manipulation bending lifting standing and carrying equipment.
• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
• Rarely kneel/crawl climb (ladders scaffolds or other) write by hand sort/file paperwork or parts grasp forcefully.
• Consistent with its obligations under the law the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the jobs essential functions.