IT Service Desk Analyst

JW Affinity IT•Cincinnati, OH

About The Position

We are seeking an IT Service Desk Analyst to join our team! The IT Service Desk Analyst is a hands-on position responsible for working with cross-functional groups within the organization to support client computing, printing and telecommunications needs. Strong customer focus, attention to qualitative delivered services, prioritization, and effective communication are essential to the success of this position. The Information Technology (IT) Service Desk Analyst is specifically responsible for working with the IT Infrastructure Manager to ensure that IT Service Desk services are supporting the commercialization of the business, helping to make employees productive in their use of computing assets and supporting the IT applications team.

Requirements

Previous experience in IT Service Desk
Ability to build rapport with clients
Ability to prioritize and multitask
Positive and professional demeanor
Excellent written and verbal communication skills
Significant ingenuity and flexibility is expected.

Nice To Haves

Fluent in Spanish
BMC Footprints Ticketing System experience or knowledge

Responsibilities

Primary support responsibility for timely and planned response for first-level IT Service Desk tickets
Perform technical troubleshooting and problem resolution involving
Client computing hardware (Dell & Apple)
Client computing operating systems (Microsoft Windows and Mac OS X)
User and password management
Security access rights
Client computing applications (including Microsoft Office)
Printing management
Telephony, including phone setup and voicemail
Imaging of new and repurposed client computing equipment
Manage cloud-based infrastructure solutions including email, spam management, audio/web conferencing, and file sharing
Coordinating equipment purchase, repairs and returns with vendors
Assisting IT Infrastructure Manager with design, deployment and post-production support of IT infrastructure investments
Provide status updates, work plans, written documentation, test plans, business continuity plans and training for administered systems
You will be responsible for helping customers by providing product and service information and resolving technical issues.
Handle customer inquiries and complaints
Provide information about the products and services
Troubleshoot and resolve product issues and concerns
Document and update customer records based on interactions
Relies on extensive knowledge and professional discretion to achieve goals.