Service Desk Analyst I

Description:
Position Summary

The Service Desk Analyst I is responsible for providing technical assistance and support to clients with problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, printers and mobile devices by identifying issues and analyzing them. Technician receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for the IT department. Monitor and respond quickly and effectively to requests received.

Primary Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

• Test and assess issues
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Document user requests and also update client trouble tickets with the current status of the issue
• Ask educated questions and listen to team members to determine root cause of issues
• Run diagnostic tests to resolve problems
• Train incoming staff
• Report significant and recurring issues to the tier-2 support team
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to team members to ease in troubleshooting.

Competencies

1. Ability to diagnose and resolve basic computer/technical skills
2. Excellent communication skills
3. Keen attention to detail, memory of patterns, and interest in problem-solving.
4. Great problem solving/troubleshooting, follow through and documentation skills required.
5. Patience, strong customer service and interpersonal skills
6. Ability to teach and learn new skills.

Supervisory Responsibility
None.

Requirements:
Required Education and Experience

1. Bachelor’s degree or combined equivalent hands-on experience with at least 1-year IT system/application background required.

Preferred Education and Experience

1. CompTIA A+ strongly preferred
2. Microsoft Office experience strongly preferred
3. Previous service desk, desktop technician and customer service experience preferred