IT Service Desk Analyst

The Hillman Group-posted 5 months ago
Cincinnati, OH
1,001-5,000 employees
Merchant Wholesalers, Durable Goods
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The IT Service Desk Analyst provides the first point of contact technical assistance, support, and advice to Company technology users. In addition to being the first point of contact, the IT Service Desk Analyst also functions as a Deskside Analyst that performs escalated hardware and software troubleshooting that is not resolved via Level I activities. They also work with the company's IT vendors on warranty equipment repairs.

  • Provides IT Service Desk support and resolves problems to the end user's satisfaction
  • Monitors and responds quickly and effectively to requests received through the IT Service Portal
  • Monitors the queue and processes tickets first-in first-out based on priority
  • Provides technical support for hardware, software, and systems
  • Modifies configurations, utilities, software default settings, etc. for the local workstation
  • Manages PC setup and deployment for new employees using standard hardware, images and software
  • Assigns users and computers to proper groups in Active Directory
  • Bachelor's Degree in information systems or combination of education and equivalent experience required
  • Minimum 2 years in the information systems industry preferably in the IT Service Desk and Deskside Support areas
  • ITIL Foundation Certified preferred
  • HDI Service Desk Analyst Certified preferred
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