Service Desk Analyst

Pae Consulting Engineers•Portland, OR

14h•Hybrid

About The Position

The IS Service Desk Analyst is the helpful and friendly face of support for PAE employees, partners, and clients. 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
Relevant Certifications; A+, HDI, Microsoft MTA
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

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

Employer paid health insurance (medical, dental, vision)
Annual 401k profit sharing based on company profit for the year and account contribution
Professional development reimbursements including state registration and professional association dues
Employer paid commuter/parking stipend
Cell phone stipend
Life insurance and disability benefits
Hybrid work schedule
Employee Assistance Program
9 paid holidays including an additional employee-selected day
Paid time off for sick leave, family leave, community service, holidays and vacation