IT Analyst, Service Desk

FIDELITONE•Wauconda, IL

7d•Onsite

About The Position

The IT Analyst, Service Desk is a hands-on role responsible for application, network, and server support and delivery of services to staff. The role supports day-to-day operations of company application services and selected technology infrastructure, recommends IT needs, and proposes system enhancements to improve system performance and reliability. The successful candidate is self-motivated, customer-service oriented, and communicates effectively in a team environment while supporting internal and external customers across service, sales, and operations.

Requirements

Associate degree in an IT field or equivalent experience.
Minimum of 1–3 years of experience in a similar role.
Exceptional interpersonal, communication, and organizational abilities, along with service desk and systems administration capabilities.
Ability to work successfully in a team environment.
Ability to interact and collaborate with other departments to solve problems.
Knowledge of Outlook, O365, and various SMTP interface-related systems.
Knowledge of Windows 7/10 operating systems and related software.
Knowledge of Windows Server 2012, 2016, and 2019, including Active Directory, Group Policy, and DNS.
Working knowledge of ERP systems, specifically Dynamics AX.
Working knowledge of WMS systems, specifically Datex and PowerHouse.
Ability to prioritize workload effectively according to organizational needs.
Ability to take initiative and work independently.
Ability and willingness to learn new technologies.
Willingness to participate in an on-call rotation and handle after-hours emergencies; travel may be required.

Nice To Haves

Bachelor’s degree.

Responsibilities

Maintain customer satisfaction throughout service delivery.
Use the ticketing system to update, resolve, or escalate incidents, requests, and problems in a timely manner according to SLAs.
Provide Level 1 remediation and identify, troubleshoot, and resolve end-user hardware, software, and network problems in a multi-site network.
Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in the company network environment.
Troubleshoot desktop operating systems and resolve desktop and laptop issues.
Create and disable user accounts through Active Directory.
Identify and prepare hardware for safe disposal.
Ensure the integrity and security of company systems, including disaster recovery and backup.
Resolve service desk issues ranging from simple to complex.
Participate in creating SOPs for newly encountered problems and follow established SOPs to resolve issues.
Support and maintain company application systems.
Manage company electronic devices, including inventory, purchasing, installation, and training.
Participate in an on-call rotation and travel or respond to emergencies after hours.
Perform other duties as assigned based on organizational needs.