Service Desk Analyst

Nextech • West Melbourne, FL

25d • Onsite

About The Position

The Service Desk Analyst provides day-to-day IT support and serves as the “Face of IT” to Nextech’s user community. The role delivers customer service by phone and email using ITSM tools, troubleshoots a range of computer, network, mobile device, ERP, and Mitel issues, and creates knowledgebase articles to help users resolve common problems through self-service. The analyst communicates job-related information clearly, follows work instructions and safety procedures, and completes required documentation.

The role also supports Microsoft workstation environments, user accounts and access control, Apple devices and Verizon mobile services, hardware and software training, and the creation and maintenance of processes and standard work. The analyst identifies documentation and cross-training needs and escalates ERP issues to appropriate parties when needed. The position is based in an office environment and may require occasional travel.

Requirements

• At least 3 years of experience in IT client support.
• Expert knowledge of large Microsoft workstation environments with 2,000 or more clients, including client-side interactions with Active Directory and Microsoft 365.
• Experience deploying and supporting Apple products, including iPhone and iPad, and managing Verizon mobile plans.
• A bachelor’s degree in Information Systems or Computer Science, or a two-year technical degree combined with relevant work experience.
• Exceptional interpersonal and communication skills.
• Ability to work collaboratively in a highly dynamic, fast-paced, growing environment.
• Effective spoken and written English communication skills, including conveying and understanding job-related information and preparing and interpreting job-related documents.

Nice To Haves

• Prior experience with large electronic management or deployment tools, such as Microsoft Endpoint/SCCM or similar third-party tools; Microsoft Endpoint/SCCM is preferred.
• Experience with the Mitel phone system.
• Prior exposure to HaloITSM.
• Knowledge of ITIL concepts and experience with robust incident and change management processes.
• Experience with Citrix software or other enterprise-level thin client solutions.
• Experience in the HVAC industry or another service business.

Responsibilities

• Provide day-to-day IT support and customer service to the Nextech user community by phone or email using ITSM tools.
• Troubleshoot computer, network, Apple device, Verizon mobile service, ERP, and Mitel-related issues.
• Create knowledgebase articles for common problems so users can resolve issues through self-service.
• Create, implement, and maintain processes and standard work that support an exceptional customer experience.
• Identify documentation needs and develop and implement cross-training or education plans with team members.
• Perform standard Service Desk Analyst functions.
• Provide training on new hardware and software applications as needed.
• Create user accounts and manage access control according to company policies.
• Troubleshoot ERP issues and assist users or escalate issues to the appropriate parties.
• Communicate job-related information clearly and accurately, follow applicable work instructions and safety procedures, and complete required documentation.
• Perform other related duties as assigned.

Benefits

• Health insurance options, including a free employee-only option.
• Dental, vision, accident, critical illness, disability, and supplemental life insurance options.
• Free life insurance equal to the employee’s annualized pay rate.
• 401(k) with a 50% match up to the first 6% of employee contributions.
• 7 paid holidays.
• 2 paid personal days.
• 10 paid vacation days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level