SENIOR SERVICE DESK ANALYST

The NORDAM Group•Tulsa, OK

About The Position

Applies and demonstrates a mastery of the technical skills and advanced knowledge of personal computers relative to hardware and software desktop performance management, installation, repair, configuration and troubleshooting hardware and software problems of personal computers and peripheral equipment and systems. Essential Functions & Key Responsibilities Responds to and diagnoses complex problems through real-time discussions with end users via phone, chat or email to identify hardware and software problems of a complex natures, researching solutions, isolation of problems and resolutions steps. Problems are typically of routine nature, but may at times require interpretation of standard protocols and require analysis to understand. Plans and accomplishes a complete range of assignments and tasks that are varied and moderately complex end-user problems such as complex installations, repairs, configuration and troubleshooting hardware and software problems of personal computers and peripheral equipment and systems that require experience and judgment to determine appropriate action from established alternatives. Acts as subject matter expert providing guidance and/or assistance to less experienced service desk analysts. Utilize problem management databases, ticketing systems and/or other help desk technology systems to manage requests and resolutions. Assists with the maintenance of documentation of network configurations and cabling layout or Wi-Fi network connections and monitoring and maintenance of the network stability. Communicates network schedule, monitors backups and downtime to users, as required, due to third-party maintenance for network hardware and software or other reasons. Troubleshoots and resolves hardware and software problems to ensure timely resolution and user satisfaction. Dismantles, evaluates, repairs and upgrades PC hardware as necessary. Performs physical movement of computer hardware as required. Connects PC's to network, including network card installation and testing of cabling. Maintains PC hardware and software inventories. Administers daily, monthly and year-end backups as necessary. Evaluates local network hardware and software requires and capabilities and makes recommendations. Maintains system library functions in relations to system and user files i.e. delete, transfer to history and retrieve history. Performs other duties as required. These duties may include assignments in job classifications and departments other than the primary assignment.

Requirements

Minimum 4 Year / Bachelors Degree. Computer Science or related technical degree
If applicable, a combination of experience and training may be substituted for the education requirement.
4-8 or more years experience year(s) Must have experience using automated service ticketing systems such as ServiceNow, ManageEngine, Zendesk, LiveAgent or other similar related systems.
Excellent written and verbal communication skills.
Sound working knowledge of computer systems and applications.
Knowledgeable of PC hardware and software.
Adaptable, Flexible, Multi-tasking, and Quick learner.
Strong interpersonal skills.
Strong customer focus.

Responsibilities

Responds to and diagnoses complex problems through real-time discussions with end users via phone, chat or email to identify hardware and software problems of a complex natures, researching solutions, isolation of problems and resolutions steps.
Plans and accomplishes a complete range of assignments and tasks that are varied and moderately complex end-user problems such as complex installations, repairs, configuration and troubleshooting hardware and software problems of personal computers and peripheral equipment and systems that require experience and judgment to determine appropriate action from established alternatives.
Acts as subject matter expert providing guidance and/or assistance to less experienced service desk analysts.
Utilize problem management databases, ticketing systems and/or other help desk technology systems to manage requests and resolutions.
Assists with the maintenance of documentation of network configurations and cabling layout or Wi-Fi network connections and monitoring and maintenance of the network stability.
Communicates network schedule, monitors backups and downtime to users, as required, due to third-party maintenance for network hardware and software or other reasons.
Troubleshoots and resolves hardware and software problems to ensure timely resolution and user satisfaction.
Dismantles, evaluates, repairs and upgrades PC hardware as necessary.
Performs physical movement of computer hardware as required.
Connects PC's to network, including network card installation and testing of cabling.
Maintains PC hardware and software inventories.
Administers daily, monthly and year-end backups as necessary.
Evaluates local network hardware and software requires and capabilities and makes recommendations.
Maintains system library functions in relations to system and user files i.e. delete, transfer to history and retrieve history.
Performs other duties as required.