Job Description

The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
• Troubleshoot issues relating to: Windows domains and workgroups
• Windows networking (mapped network drives, shared folders, printers, etc.)
• User profile creation and modification
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Microsoft Office Suite (2007-2016)
• Windows 7/10, macOS
• Third party applications with the assistance of the vendors support staff
• Perform support remotely to our managed services customers using our remote monitoring and management tools
• Log time entries and notes for support and maintenance performed
• Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
• Follow outlined escalation procedures

Qualifications

• Bachelor’s degree in computer science, management information systems
• OR Associates Degree plus 1 year of work experience
• OR 2 years of work experience
• Must be a team player with excellent communication skills and possess the ability to manage assignments independently.
• Must be comfortable working in a fast-paced and high-energy environment.

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