Service Desk Analyst - Level Two

We are looking for a motivated technical professional to join our team as a Service Desk Analyst - Level Two.

The Service Desk Analyst - Level Two provides remote technical support to our Managed Services clients. This position plays a vital role in the overall service delivery levels to our clients. The Service Desk Analyst – Level Two requires a strong technical skillset, exceptional customer service skills, and the desire to continuously expand one's technology knowledge. These skills will be used in a fun, fast-paced, team oriented, and customer service focused environment. Strong technical skills and excellent customer service, communication, teamwork, and troubleshooting skills are a must.

RESPONSIBILITIES:

  • Remote and on-site desktop, user and basic network support using remote support applications
  • Create/update and escalate user tickets as needed
  • Acknowledge pre-configured alerts and perform basic troubleshooting steps
  • Load and configure desktop OS for standalone operation and basic network connectivity
  • Configure and troubleshoot desktop applications and upgrades such as MS Office
  • Install and configure desktop computer and peripheral hardware upgrades
  • Perform basic installation, configuration, and troubleshooting of desktop computers, peripherals and mobile devices
  • Perform hardware and software troubleshooting
  • Integrate hardware into existing LAN environments.  This includes establishing network, file server access, configuration of email and print server connectivity
  • Install upgrades and troubleshoot, support and repair simple network connectivity issues at the desktop, including NICs, network connections, and unmanaged hubs/switches within local environments
  • Install, integrate, troubleshoot and solve network client operation problems
  • Basic Active Directory – Changing user passwords, moving user accounts to different OUs, unlocking accounts, joining computers to a domain, etc.
  • Physical network troubleshooting – drops, switchports, switches needing power cycling, crimping cables, terminating cables, etc.

QUALIFICATIONS:

 A successful individual will need to have the following skills/characteristics:

Strong technical background with a broad range of technologies, including but not limited to:

  • Experience in a Help Desk or User Support environment
  • PC hardware/software, server hardware and latest operating systems, network connectivity and communications
  • Knowledge of Windows 7 through Windows 10 and the ability to install, integrate and support these operating systems
  • Ability to troubleshoot SaaS based applications
  • Be able to install, maintain and troubleshoot MS Office 365 and MS Office 2016/2013/2010/2007
  • Working knowledge of Windows Server and Active Directory Group Policies and Replication
  • Configuration, installation, integration and troubleshooting of various network devices such as printers, wireless access points
  • Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments
  • Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications
  • Must possess a strong knowledge of client/server computing
  • Ability to quickly learn and follow complex procedures
  • Excellent communication, customer service, time management, and organizational skills
  • Professional verbal communication skills a must
  • Customer oriented, self-motivated, ambitious and dedicated team player
  • Must be able to lift 50 pounds (PCs, monitors, printers, etc. as needed)

This individual should also have the following skills and experiences:

  • 2+ years of experience in the IT support service industry
  • Excellent written and verbal communication skills
  • Must possess strong sense of ownership of client relationships
  • Ability to multitask and dynamically prioritize tasks with proven time management
  • Ability to work independently, as well as in a team environment
  • Self-starter that exhibits a high level of attention to accurate detail
  • Highly customer focused with ability to provide consistently excellent customer service and professionalism
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment
  • Positively represent the company to clients and provide empathetic and friendly customer service at all times
  • Possesses excellent time management and organizational skills to manage case load of old and new cases
  • Ability to quickly and accurately analyze root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours
  • Ability to learn new technologies quickly and retain information from many disparate client network infrastructures, software solutions and remote connectivity solutions
  • Must be able to act and display a sense of urgency as appropriate 

Although not requirements, other desirable attributes include:

  • College degree in technical or business, or equivalent industry experience
  • Microsoft Windows certification strongly preferred
  • A+, Network+, Security+ are highly desired
  • Industry certifications from manufacturer/vendors such as Microsoft, Apple, IBM, HP, and Cisco
  • Group Policies / scripting
  • VMWare support

A valid driver’s license is required.