Service Desk Analyst 1

USfalcon • Raleigh, NC

1d • Onsite

About The Position

We have an exciting opportunity to join us in supporting one of our valued customers as a Service Desk Analyst 1 to work out of Cary, NC. Essential Duties: Provide technical support (Tier 1 & 2) to internal end-users of USfalcon products, services, and devices. Primarily responsible for tracking and providing first level support through handling incoming queries and service requests from end users. Troubleshoot technical issues related to Windows desktop OS, Office 365, proprietary software, virtual desktop, mobile OS, printers, and other related IT systems or hardware. Manage the flow of incoming support requests and update the knowledge base. Participate in the development/review of division security processes/procedures under supervision. Maintain security. Maintain documentation and produce managerial reports. Additional duties as assigned.

Requirements

• Proficient with Microsoft Office applications (e.g., Word, PowerPoint, Excel, Access, and Outlook)
• Proficient with current generations of Microsoft Windows operating systems and latest office products.
• Experience with Windows Server in a domain network
• Experience with networking devices and basic networking working knowledge
• Experience with Office 365 and administration
• Experience with computer (desktop/laptop) hardware and peripherals
• Associate degree in related field

Nice To Haves

• Previous service desk experience a plus
• Current Microsoft Certifications a plus
• CompTIA A+ certified
• CompTIA Network+ certified
• CompTIA Security+ certified
• SSCP
• ITILv4 Foundation

Responsibilities

• Provide technical support (Tier 1 & 2) to internal end-users of USfalcon products, services, and devices.
• Primarily responsible for tracking and providing first level support through handling incoming queries and service requests from end users.
• Troubleshoot technical issues related to Windows desktop OS, Office 365, proprietary software, virtual desktop, mobile OS, printers, and other related IT systems or hardware.
• Manage the flow of incoming support requests and update the knowledge base.
• Participate in the development/review of division security processes/procedures under supervision.
• Maintain security.
• Maintain documentation and produce managerial reports.
• Additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree