IT Service Desk Analyst

Twin-Star International Inc•Boca Raton, FL

About The Position

The Level 1 IT Service Desk Analyst is responsible for “Incident”, “Service Request”, and “Deployment”, including all aspects of desktop computer support, with a focus on troubleshooting and resolving issues both onsite, remotely, and virtually. Additional tasks include performing PC builds, installing applications, and general administrative tasks within Active Directory and various PC application management consoles.

Requirements

Minimum Education: Associate’s (A.A./A.S.) Degree in Computer Science or related degree, or equivalent experience
Minimum Experience: Five (5) years’ experience in Service Desk and/or Incident Management fields
Proven experience as a help desk technician in a Level 1 capacity
Windows 10 and 11, Mac OS X, Office 365, Intune, MS Auto Pilot
Office 365, Azure Active Directory maintenance, Exchange Online, PowerShell, O365 Office Admin Center, EntraID
Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
Client PC connectivity and FortiClient VPN, Azure Desktop,
File server knowledge.
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues.
Support other specialists at Twin Star.
Proficiency in English
Works under limited supervision for routine situations
Excellent communication skills
Customer-oriented and cool-tempered
Ability to travel 5%.

Responsibilities

Manage the overall Incident Management System
Serve as the IT Service Desk point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems, and their resolution in the service desk application
Identify trends in Incidents, determine root cause, and determine optimal resolution
Manage the overall Service Request systems, which include:
Pass on any feedback or suggestions from customers to the appropriate internal team
Identify and suggest possible improvements to procedures
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Create accounts and configure hardware as part of on-boarding process
Support Microsoft NAV/BC roles and permissions using Easy Security. Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit, and troubleshooting
Support audio and video equipment in offices and conference rooms
Create monthly performance dashboards from the service desk system. Providing visibility to metric summary and track, along with defining improvements to gain efficiencies and higher internal customer satisfaction ratings
Apply standards of hardware and software to install, modify, and repair computer hardware and software
Manage and monitor internal assets to ensure accurate inventory records
Maintain daily performance of computer systems
Configure new-hire employee accounts and process terminations. Including performing Quarterly audits
Other duties as assigned by the supervisor