Job Details
Opening / Selling Statement -Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise.
Required Skills -mobile phones, PC and Mac OS, hardware and application experience in a mid-to-large enterprise
Job Duties -Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.
Job Requirements -Provide service desk and desk side support (Level 1 - level 3) to all internal users Position is for Monday through Friday; typically 8am 5pm. Specific hours will be discussed during the interview process. Must be flexible; start early, stay late, occasionally work a Saturday or a Sunday as needed Primary point of contact for customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc. Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required. Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle Use ServiceNow logging system to maintain projects and time reporting Document, track, and troubleshoot incidents to agreed service standards and service levels Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors. Develop and maintain system documentation, administrative and user guides Conduct end-user orientation and training for new hires Provision and administer user accounts, distribution groups, and security groups in Active Directory Work alternative 3rd shift days and/or hours when needed in order to support 24x7 production environment. Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing Process equipment and software requests and record asset information Hardware/ software lifecycle management Provide VIP and executive support Perform request fulfillment of moves & staff equipment changes at each location Assist with regression testing of supported software through OS Patches and Upgrades Push and install workstation and third party patches Provide Windows OS, MAC OS, Mobile OS support Education: BS/BA degree preferred Preferred Certifications: CompTIA A+ certified, HDI certified 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues Working knowledge and experience with most of the following: 1. Microsoft Deployment Toolkit (MDT) 2. MAC OS 3. SCCM Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory Familiarity with PC support tools and software distribution tools Ability to work independently in a deadline driven environment Self-starter, strong organizational skills and ability to prioritize workload Strong oral and written communications skills Ability to lift and install PCs, printers, etc. (up to 50 pounds) Ability to maintain flexible work schedule to provide IT support for weekends Experience using IT Service Management and knowledge base systems (e.g., service-now) Experience supporting AV equipment is highly desirable Experience providing asset management support Experience using remote diagnostic tools for problem identification and resolution Hardware Supported: Lenovo Laptops and Desktops Macbooks Surface Tablets Mobile Devices & Tablets: Iphone, Android, Ipads Cisco IP phones Video Conference Devices including: Cisco, Crestron Software Supported: Active Directory Associated Press AP ENPS Bit Locker Encryption Browsers Edge, FireFox, Safari, Chrome Cisco Call Manager McAfee Antivirus ePO Microsoft Exchange Microsoft Office FileMaker Pro service-now IT Service Management and Asset Management Cisco Jabber Mac OS PC Imaging Understanding of networking (routers, TCP/IP addressing, etc.) Windows (All versions) Service Desk Tools include: InTune MDM service-now IT Service Management, Asset Management Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager Microsoft MDT for imaging Bomgar