Service Desk Support Analyst

• The work is expected to be done remotely with rare on-site meetings.
  
• On-site meetings will be planned in advance.
  
• Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.
  

The client is seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5000) including but not limited to password resets account unlocks troubleshooting Windows and macOS issues VPN support Microsoft 365 support printer assistance and incident triage.

• Provide timely and consistent IT phone-based user support
  
• Maintain high-quality end-user experience
  
• Meet real-time service objectives (RSOs)
  
• Ensure proper documentation and escalation of incidents and requests
  
• Respond to incidents and service requests within defined RSOs
  
• Document troubleshooting steps and resolutions
  
• Escalate issues appropriately
  
• Maintain knowledge base accuracy
  
• Follow security and identity verification procedures
  
• Provide knowledge transfer
  

Requirements

• High school diploma/GED with four (4) years experience in Technical Support roles
  
• An Associates degree substitutes for 2 years of experience
  
• A Bachelors degree substitutes for 4 years of experience
  
  

• Knowledge of computer hardware software and mobile device components.
  
• Knowledge of Windows macOS and mobile operating systems including configuration and troubleshooting.
  
• Knowledge of networking fundamentals such as TCP/IP DNS DHCP and VPN.
  
• Knowledge of Active Directory Group Policy and endpoint security tools.
  
• Knowledge of ITIL best practices for incident and asset management.
  
• Skilled in diagnosing and resolving complex hardware software and connectivity issues.
  
• Skilled in prioritizing and resolving service tickets efficiently.
  
• Skilled in communication and collaboration with users technical staff and management.
  
• Skilled in analyzing and identifying trends or root causes of recurring technical issues.
  
• Ability to identify potential IT security-related situations.
  
• Ability to deliver high-quality customer-focused technical support.
  
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
  
• Ability to adapt to evolving technologies and organizational needs