Service Desk Analyst

PAE CONSULTING ENGINEERS INC • New York, NY

5d

About The Position

PAE is looking for a Service Desk Analyst to serve in our New York city location. This role is part of a geographically distributed support team, helping both local and remote users gain the most from PAE's technology systems. Successful candidates are familiar with industry best-practices, have solid experience in Windows client OS and application support, and are self-motivated with a flair for positive human interaction.

Requirements

• 2+ years of service desk support experience in a Windows-centric technology environment
• Associates Degree or equivalent experience
• Windows desktop OS and application support
• Mobile device and application provisioning, maintenance, and management
• Networking concepts and troubleshooting, especially the TCP/IP protocol suite
• VoIP client configuration and troubleshooting
• Client hardware & peripheral configuration, provisioning and troubleshooting
• Multi-function printers and plotters
• File systems structure, permissions, and access support
• Active Directory User and Computers administration
• SLA-driven task management
• Strong verbal communication and documentation skills, including experience translating complex technical subjects in a way that is meaningful to the target audience
• Ability to maintain a professional, positive and friendly manner always
• Ability to multi-task, shift focus, and prioritize workflow with minimal supervision
• Ability to engage peers and leadership in process improvement and problem resolution
• Familiarity with ITIL/ITSM concepts

Nice To Haves

• Relevant Certifications; A+, HDI, Microsoft MTA, MCS

Responsibilities

• Provide front-line OS, application, and hardware support for local and remote end-users
• Perform user access and account management in active directory
• Support IS asset lifecycle management (procurement, imaging, deployment, tracking, dispositioning) for PAE-supported hardware and software
• Provide IS-related orientation and training for new hires
• Prepare, provision, maintain, and retire distributed technology systems (e.g., laptops, desktops, printers, phones, etc.)
• Prioritize, track, and document all service activities via Service Management (ticketing) system
• Provide timely incident management and service fulfillment activates in accordance with service level objectives
• Execute all activities in compliance with established Information Security and IS Service Management controls (e.g., change, incident, and problem management)
• Support the testing, validation, and documentation of software and hardware systems
• Create and maintain support documentation for consumption by end-users and IS staff
• Occasional after-hours support for PAE projects, initiatives, and IS systems maintenance
• Create a positive customer support experience with a consummately professional attitude
• Perform other duties as assigned

Benefits

• Performance Bonus
• Employer paid health insurance (medical, dental, vision)
• 401k account contribution
• Professional development reimbursements including state registration and professional association dues
• Commuter benefit
• Cell phone stipend
• Life insurance and disability benefits
• Employee Assistance Program
• Paid time off for sick leave, family leave, community service, holidays and vacation- work hard and take time off when you need it.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees