Mro - Norristown, PA
posted about 2 months ago
Full-time - Entry Level
Hybrid - Norristown, PA
Food and Beverage Retailers
About the position
The Service Desk Analyst plays a crucial role in providing technical support to MRO employees, focusing on troubleshooting and resolving computer-related issues both locally and remotely. This hybrid position requires a commitment to in-office training and regular attendance, ensuring effective communication and support for users.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Utilize the Salesforce CRM to document cases.
- Monitor ticket activity to ensure timely resolution with accurate and detailed information.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Assign users and computers to proper groups in Active Directory.
- Create multiple accounts for the user community.
- Work with Desktop Support and Application Support for related support items.
- Troubleshoot issues to determine root cause, identify solutions, or escalate appropriately.
- Document processes and procedures.
- Perform other duties as assigned.
Requirements
- 1-3 years in a Help Desk, desktop support, or application support role.
- Excellent customer service skills and attention to detail.
- Strong verbal, written, interpersonal, and presentation skills.
- Effective problem-solving skills.
- Knowledge of Windows OS, Active Directory, Exchange email administration, Salesforce, SharePoint, and Office 365 suite.
- Familiarity with Google Suite.
- Working understanding of TCP/IP networking and network devices.
- Ability to thrive in a small team in a fast-paced environment.
- Associates degree and/or equivalent work experience along with a high school diploma (or equivalent) is required.
Nice-to-haves
- Certifications such as A+, MCP, etc.
