Service Desk Analyst II - Information Tech (Evenings)
About The Position
The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000-plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support, and maintaining a service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers.
Requirements
- High School Diploma or GED
- Three years of related experience.
- Working knowledge of specialized practices, equipment, and procedures.
- HDI Support Center Analyst Certification is required or able to complete in 6 months.
- Proficiency with Microsoft Windows Operating Systems.
- Proficiency with word processing, spreadsheet, presentation software, workflow software, and database software.
- Proficient with Microsoft Exchange email systems.
- Experience using remote control tools for assisting users, troubleshooting, and resolving problems.
Nice To Haves
- Associate degree or equivalent college coursework in pursuing a bachelor's degree in Computer Science or a related field, including 60 hours of degree coursework.
- 1 year of experience in a customer service or support environment, preferably in a call center or other direct user interaction role.
- Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc.
- Experience working with thin clients or virtualized applications. VMware, Citrix, Sun Ray, etc.
- Prefer the Microsoft Office Suite of applications (Word, Excel, Powerpoint, Access, and Visio).
- Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS), and Dynamic Host Communication Protocol (DHCP).
- Additional industry-recognized IT-related certifications.
Responsibilities
- Providing telephone support for a 3000-plus user environment.
- Dispatching all technical support to customer locations.
- Handling all incoming calls and escalation for software and hardware support.
- Maintaining a service order database using the appropriate Service Desk Call Management software.
- Assisting with customer support.
- Serving as a resource to the department and the organization for Service Desk information.
- Making decisions regarding the urgency and or seriousness of calls.
- Serving as a liaison between the technical staff of the department and the department's wide variety of customers.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
