Service Desk Support Analyst

Constant learning and evolution is a way of life at Evolvers. We are always looking for passionate individuals that are ready to evolve in tandem with our team, defining and re-defining each facet of their career life at Evolvers. Our professionals are rewarded for their contributions to our clients, our culture and the overall quest for excellence. We view each of our professionals as a catalyst for growth, for Evolvers, our clients, and for the industry. We are seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Responsibilities Provide timely and consistent IT phone-based user support Maintain high-quality end-user experience Meet real-time service objectives (RSOs) Ensure proper documentation and escalation of incidents and requests Respond to incidents and service requests within defined RSOs Document troubleshooting steps and resolutions Escalate issues appropriately Maintain knowledge base accuracy Follow security and identity verification procedures Provide knowledge transfer Qualifications High school diploma/GED with four (4) years’ experience in Technical Support roles An Associates degree substitutes for 2 years of experience A Bachelor’s degree substitutes for 4 years of experience Knowledge of computer hardware, software, and mobile device components. Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting. Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN. Knowledge of Active Directory, Group Policy, and endpoint security tools. Knowledge of ITIL best practices for incident and asset management. Skilled in diagnosing and resolving complex hardware, software, and connectivity issues. Skilled in prioritizing and resolving service tickets efficiently. Skilled in communication and collaboration with users, technical staff, and management. Skilled in analyzing and identifying trends or root causes of recurring technical issues. Ability to identify potential IT security-related situations. Ability to deliver high-quality, customer-focused technical support. Ability to manage multiple priorities and meet deadlines in a dynamic environment. Ability to adapt to evolving technologies and organizational needs. #J-18808-Ljbffr The Evolvers Group