Service Desk Analyst

SECURA•Neenah, WI

11h•Onsite

About The Position

As an IT Service Desk Analyst you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and remote associates which may include users of all types and skill levels. This is an in-office role, requiring the associate to be in office 5 days a week. Responsibilities may also include hardware procurement and provisioning, asset management, mentoring, hardware and software testing, and some advanced troubleshooting and support.

Requirements

Outstanding customer service skills, with the ability to empathize, and professionally troubleshoot and resolve customer’s issues.
Strong troubleshooting skills
Maintaining, setup and upgrade (when required) desktop applications
Excellent verbal, written and/or interpersonal communication skills
Advanced level experience and working knowledge with a minimum of five of the following: computer hardware, Windows operating systems, Microsoft Office, Microsoft Active Directory, VDI, telephony, desktop imaging, hardware provisioning, Audio\Video technology and remote user access.
Strong network experience which includes TCP/IP, VPN, Wi-Fi, and security policies
Familiarity with Remote/Home office support challenges
Knowledge of project management principles
Customer service, soft skills and team interaction are critical to the success of this position

Responsibilities

Provide excellent customer service and level 1 technical support as a member of our Service Desk team
Serving as the initial point of contact within our IT Department, you will gather and analyze information about the reported issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem
Participate in the rollout and training of new technology solutions
Leverage and create Knowledge Base articles and SOP to resolve known issues
Escalate to Level 2 and Level 3 support personnel when needed
Evaluate new technologies within the scope of the team to determine benefit and value in the environment
Communicate effectively with all levels of management and staff
Promote cross-team relationships with other IT support team members to facilitate fast response
Mentor junior Associates
Strong troubleshooting skills
Accurately log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution (utilizing ITIL fundamentals)
Assists associates with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
Works with procurement staff to purchase hardware and software
Assesses functional needs to determine specifications for purchases
Participate in call support rotation
Assist with conference room technology
Other duties as assigned