PAE CONSULTING ENGINEERS INC-posted 4 days ago
Full-time • Mid Level
Hybrid • New York, NY
251-500 employees

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.

  • 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
  • 2+ years of service desk support experience in a Windows-centric technology environment
  • Associates Degree or equivalent experience
  • Relevant Certifications; A+, HDI, Microsoft MTA, MCS
  • 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
  • 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.
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