Medicopy - Norristown, PA
posted 3 months ago
About the position
The Service Desk Analyst plays a crucial role in providing comprehensive computer support for MRO employees, focusing on troubleshooting and resolving technical issues both locally and remotely. This position serves as the first point of contact for customers seeking technical assistance, primarily through phone and email communications. The analyst is responsible for utilizing the Salesforce CRM to document cases, ensuring that all ticket activity is monitored and resolved in a timely manner with accurate and detailed information. In this hybrid role, the Service Desk Analyst is required to work at least two days in the office, with an initial training period lasting from one month to one and a half months conducted on-site. The analyst will perform remote troubleshooting using diagnostic techniques and pertinent questions to determine the best solutions based on the issues presented by customers. Additionally, the role involves user and PC administration tasks, such as assigning users and computers to appropriate groups in Active Directory and creating multiple accounts for the user community. Operational support is another key aspect of this position, where the analyst collaborates with Desktop Support and Application Support teams to address support-related items. The analyst is expected to troubleshoot issues to identify root causes, propose solutions, or escalate matters as necessary. Furthermore, documenting processes and procedures is essential to maintain a clear record of operations and ensure consistency in service delivery. The role may also include other duties as assigned by management, reflecting the dynamic nature of the position.
Responsibilities
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Utilizing the Salesforce CRM to document cases
- Monitoring ticket activity to ensure tickets are being worked and resolved in a timely fashion with accurate and detailed information
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Assigning users and computers to proper groups in Active Directory
- Creating multiple accounts for the user community
- Working with Desktop Support and Application Support for support-related items
- Troubleshooting issues to determine root cause, identify solutions, or escalate appropriately
- Documenting processes and procedures
- Performing other duties as assigned.
Requirements
- 1-3 years in a Help Desk, desktop support, or application support role
- Excellent customer service skills
- Detail-oriented with 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 on 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
- Certifications such as A+, MCP, etc. are a plus.
