Enterprise Systems Analyst I (Service Desk)
IT Service Desk Analyst’s role is to provide our internal customers with an exceptional experience for every contact. The Service Desk Analyst will assist our customers with all aspects of their PC and mobile device related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use. The Service Desk Analyst always strives to exceed the customer’s expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent service.
Ability to work independently with direct supervision and training to perform day-to-day operations.
Respond to ticketing incidents by priority and assignment.
Seek opportunities to increase Service Desk expertise and responsibilities via training and advocacy within the team. Specifically, keep up to date on all supported technologies, and ensure familiarity with new and old technologies before they are rolled out to customers. Utilize and attend conferences and/or training sessions as are relevant.
Support customers through superb communication in person, by telephone, and/or email.
Fully document resolution and communication history to customer in incident ticket. If appropriate, convert resolution to knowledge base document to share with other team members.
Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
Analyze root cause and implement corrective solutions.
Assist in resolving issues with customers on server-based software products.
When working on any PC, ensure latest security settings, antivirus, application patches are applied.
Maintain inventory of all hardware and software.
Build and maintain knowledgebase documentation via regular reviews for accuracy and relevance.
Provide long term training solutions by producing training content and posting to various IT communication channels.
Manage account and Access Management request queue, assigning requests to team members to process and complete.
When necessary, contact third-party support and PC equipment vendors.
Participates in self-study; on the job and formal training as needed.
May be requested to assist with outside hours IT support activity.
Complies with laws, regulations, policies, procedures and standards, and may make recommendations for improvement.
Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. Fosters this behavior within teams.
Performs other duties as assigned.
Minimum Qualifications Required
Education and Experience:
Associate degree in computers, computer science, electronics or other related field preferred.
Working knowledge of PC and mobile device operating systems and applications, or any equivalent combination of education, training, and experience which provides the necessary knowledge, skills, and abilities. Previous experience preferred.
Licenses and Certification:
Valid Driver’s License required.
Fingerprint/background clearance required
Knowledge, Skills & Abilities
Basic knowledge of data communications technology.
Proficient knowledge with PCs, MACs, Network devices, printers, VoIP, and other computer peripherals.
Knowledge of Windows, remote access communications and support, and wireless network access technologies and hardware.
Ability to work well with departmental personnel and users.
Basic knowledge of Microsoft Office: Word, Excel, and Outlook.
Ability to work as a member of a project team.
Ability to identify and resolve support problems.
Ability to establish and maintain effectively working relationships with staff and users.
Ability to communicate effectively both orally and in writing.
Ability to work the required hours of the position.
Lifting 50 pounds maximum with frequent lifting and/or carrying of objects weighing up to 25 pounds.
Intermittent standing, walking and sitting; occasional driving.
Using hand(s)/feet for repetitive single grasping, fine manipulation, pushing and pulling, and operating controls.
Occasional bending, twisting, squatting and reaching.
Distinguishing sounds at various frequencies and volumes.
Distinguishing people or objects at varied distances under a variety of light conditions.