Service Desk Analyst

Mortgage Connect•Coraopolis, PA

3h•Onsite

About The Position

The Service Desk Analyst primary function is to provide technical support for production-based applications and network, supporting company business and objectives. The Service Desk Analyst troubleshoots when problems are encountered via root causes analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability.

Requirements

High School diploma or equivalent
3+ years’ recent computer, server, and network troubleshooting experience.
Must be resourceful and able to take initiative in a dynamic environment.
Knowledge of computer and server hardware.
Ability and willingness to work in an environment providing 24x7x365 support.
Strong understanding of Windows operating systems and applications in a domain environment, including Windows 11 and Microsoft Office suites.
Experience with anti-virus technologies and troubleshooting
Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices
Experience with VMWare virtual desktops
Strong customer service skills
Strong written and oral communication skills
Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability
Ability to work in fast-paced environment and meet deadlines
Capability to work both independently and as part of a team
Problem-Solving mindset with ability to multitask
Excellent written and verbal communication skills
Ability to read, analyze and interpret common technical reports, and documentation

Responsibilities

Work as Support Team member, to gather information, apply knowledge and experience to Ensure efficient and accurate problem troubleshooting and solutions development
Ability to effectively and efficiently troubleshoot technical problems.
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
Install/Configure software applications and hardware solutions
Basic understanding of TCP/IP, DNS, DHCP, VDI and VPN configurations.
Provide general IT end-user support
Provide complete resolution summary upon case closure to capture knowledge base data
Take ownership of problems by collecting symptom/environmental data for problem resolution
Communicate effectively with end-user and IT Support Team to resolve assigned tasks
Peripherals setup & support such as printers, scanners, etc.
Any other duties as assigned by management.