Service Desk Analyst I - Ignite
About The Position
The Service Desk Analyst 1 will implement and manage the computer desktop environment by analyzing requirements, resolving problems, installing hardware/software solutions, and supporting the internal IT service desk. They will be responsible for administration and internal support of the companys PCs, printers, and related equipment. The Service Desk Analyst 1 provides support for basic incident resolution and requests reported to the division service desk. As the single point of contact between the service provider and the users they are responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability are resolved by engaging in a timely manner other service resources from management, level two support, or peers.
Requirements
- High school diploma or equivalent education required
- One plus years of hands on experience working on an IT service desk preferred
- One plus years of troubleshooting hardware and software issues with knowledge of Windows and Mac OS experience desired
- One plus years of customer service providing guidance and support to end-users in person and over the telephone preferred
- A+ certification desired
- Ability to work well under pressure
- Ability to define problems, collect data, establish facts, and draw valid conclusions to facilitate problem-solving
- Ability to interpret general technical questions
- Ability to follow instructions for resolving technical problems
- Excellent interpersonal, time management and organizational skills; strong oral and written communication skills consistent with providing technical support and documenting this process
- Flexibility to accept change and handle multiple priorities
- General knowledge of pc and network software and hardware
- Ability to communicate with end users
Responsibilities
- Provide level-one technical phone support for end users (internal and external) performing basic troubleshooting (PCs, Macs, network, smart devices, printers, ITS applications) to the end users satisfaction
- Accurately record, update and document requests using ITS service desk system
- Monitor service desk tickets assigned to the queue and process first-in first-out based on priority
- Monitor emails received by the IT service desk and process them in a timely manner
- Utilizes the service desk inventory and ticketing software
- Resets passwords and assign users and computers to proper groups in active directory
- Provide support to walk-in service desk customers
- Provide computer operations coverage when needed
- Troubleshoot hardware and software problems and fix the error, or escalate the problem when necessary
- Assist in documenting solutions provided to end users building a knowledge base for future support cases
- Perform other duties as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
