Service Desk Analyst

knightsofc • New Haven, CT

71d • Hybrid

About The Position

Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices, and printers). Assists users with troubleshooting and remediating technology-related service requests. Provides support to internal users and field force.

Requirements

• Problem solving and troubleshooting skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Sound judgment in decision making
• Math skills
• Demonstrated working knowledge of basic to moderately complex hardware and software products
• Service Management systems
• Remote support tools (i.e., Bomgar)
• Active Directory
• Microsoft and Macintosh operating systems
• Mobile Device support
• O365, Teams, OneDrive
• Cloud computing technologies/applications
• 2-5 years of IT experience including leading/supervising technology service and support teams or an equivalent combination of training and experience
• ITIL Foundation certificate required
• A+, Network+, MSDT, or equivalent professional certification or demonstrated experience.
• Authorization to work in the United States is required

Nice To Haves

• Associate’s in computer science preferred or BS in Business Administration/Info Tech focus

Responsibilities

• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs.
• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• Escalates and coordinates service requests accordingly, with associated documentation or troubleshooting steps included.
• Recommends procedures and controls for problem prevention.
• Identifies trends and/or gaps in service as discovered.
• Creates and updates knowledge articles that are relevant to support processes.
• Works on special projects of varying levels of complexity (e.g., converting all computers to a new version of Windows), as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree