Service Desk Analyst

World Finance•Greenville, SC

About The Position

The IT Service Desk Analyst will provide technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support. Essential Duties and Responsibilities: Be the first and second tier support for the network infrastructure, server environment, environmental monitoring of the computers, and a host of third-party and internal software applications. Address all requests for help from the internal customers in corporate location as well as branches across the US. These requests will come primarily from the internal help ticketing system with others by phone or from walkups. Participate in the rollout and training of new technology solutions to home office and branch users. Evaluate new technologies within the scope of the team to determine benefit and value in the environment. Coordinate multiple-projects at once while adhering to all deadlines. Communicate effectively with all levels of management and staff. Promote cross-team relationships with other IT support team members to facilitate fast response. Create and maintain knowledge articles/procedures as required. Promote and provide a great customer experience. Performs other duties as assigned by manager. Provide after-hours support as needed.

Requirements

Familiarity with imaging technologies.
Knowledge of and troubleshooting ability in all Windows operating systems.
Knowledge of and troubleshooting ability in printers, MFP’s and other IT peripherals.
Knowledge of Office 365, and other relevant applications.
5+ years professional IT support experience.
Associate or Bachelor's Degree in a related field.

Nice To Haves

A+ and Network+ certifications is preferred.
Experience with imaging solutions like MDT preferred.
Familiarity with the ServiceNow ITSM platform.

Responsibilities

Be the first and second tier support for the network infrastructure, server environment, environmental monitoring of the computers, and a host of third-party and internal software applications.
Address all requests for help from the internal customers in corporate location as well as branches across the US.
Participate in the rollout and training of new technology solutions to home office and branch users.
Evaluate new technologies within the scope of the team to determine benefit and value in the environment.
Coordinate multiple-projects at once while adhering to all deadlines.
Communicate effectively with all levels of management and staff.
Promote cross-team relationships with other IT support team members to facilitate fast response.
Create and maintain knowledge articles/procedures as required.
Promote and provide a great customer experience.
Performs other duties as assigned by manager.
Provide after-hours support as needed.