IT Service Desk Analyst

Full Time
Posted Today
Job description
Job Description

Summary:
The IT Service Desk Analyst provides first point of contact technical assistance, support, and advice to

Company technology users. In addition to being the first point of contact, the IT Service Desk Analyst also

functions as a Deskside Analyst that performs escalated hardware and software troubleshooting that is

not resolved via Level I activities. They also work with the company IT vendors on warranty equipment

repairs.

1. Customer Support

  • Provides IT Service Desk support and resolves problems to the end user’s satisfaction
  • Monitors and responds quickly and effectively to requests received through the IT Service Portal
  • Monitors the queue and processes tickets first-in first-out based on priority
  • Provides technical support for hardware, software, and systems
  • Provides feedback on company products, processes and/or procedures
  • Analyzes problems by using automated diagnostic programs
  • Assists with on-boarding of new users
  • Meets all established IT Service Desk Service Level Agreements (SLAs)
  • Documents internal procedures
  • Looks for ways to improve and/or optimize IT Service Desk processes
2. Quality Control

  • Ensures that quality control standards are met
  • Works closely with software engineers and a variety of end users to ensure technical
compatibility and user satisfaction

  • Maintains and reports asset inventories
3. Technical

  • Modifies configurations, utilities, software default settings, etc. for the local workstation
  • Manages PC setup and deployment for new employees using standard hardware, images
and software

  • Assigns users and computers to proper groups in Active Directory
  • Performs timely workstation hardware and software upgrades as required
  • Installs, tests and configures new workstations. peripheral equipment and software
  • Maintains inventory of all equipment, software and software licenses
  • Strong working knowledge and fundamental operations of Microsoft Windows, Microsoft 365,
Active Directory, Desktops, Laptops & Tablets, Printers & Peripherals, Networking

Fundamentals

  • Strong working knowledge of hardware repair involving the support of Desktops, Laptops &
Tablets

  • Strong working knowledge of relevant call tracking applications, remote support tools and
asset inventory systems

  • Work with Vendors to identify solutions to uncommon problems
4. IT Liaison

  • Listens carefully to the customer, ask questions to diagnose the nature of the problem, and
then patiently walks the customer through the problem-solving steps

  • Employs excellent verbal communications skills
  • Employs excellent phone etiquette
  • Able to work under pressure
  • Able to handle multiple tasks and priorities simultaneously
  • Provides ‘self-help’ documentation for customer use
Education:
Bachelor Degree in Information Systems or combination of education and equivalent experience required.

Qualifications

  • Minimum 2 years in the information systems industry preferably in the IT Service Desk and
Deskside Support areas

  • ITIL Foundation Certified preferred
  • HDI Service Desk Analyst Certified preferred
  • Excellent organizational skills
  • Must have excellent problem solving, troubleshooting and analytical competence
  • Excellent time management skills; ability to correctly prioritize and multi-task in a fast-paced
environment with multiple deadlines is essential

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

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