Service Desk Analyst

divh2Service Desk Analyst/h2pOur client, one of North Americas leading distributors of process materials with 40 locations nationwide seeks a full time direct hire Service Desk Analyst. This position is on-site Mon. Thur and Remote Fridays. This position is responsible for providing end user support for 30+ locations across the US. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Analyst is the initial point of contact and is responsible for gathering and analyzing information regarding the users request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution. Additionally, this position will travel with the IT team during acquisition, migration and roll out projects nationwide./ppResponsibilities:/pulliProvide support training to end users via email, phone and remote support tools./liliMonitor, log and update Service Desk tickets, ensuring accuracy and timeliness of the ticket data./liliKeep end users updated as to the status of their tickets, issues and requests./liliProvide after-hours on-call support for critical systems./liliIdentify any higher level issues and escalate as appropriate within the Information Technology team./li/ulpQualifications Skills:/pulliStrong analytical problem solving and troubleshooting abilities/liliExcellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment./liliAbility to concisely document processes, procedures, issues, resolutions; strong writing skills required./liliExcellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user./liliSelf-motivated, forward thinking./liliAble to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand./liliTwo to four years experience with: Windows 11 setup configuration, maintenance, software installation and trouble shooting./liliMicrosoft Office products, Microsoft 365./liliPC hardware support and troubleshooting (Lenovo laptops desktops a plus)./liliBasic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing switching, VPN./liliFamiliarity with Microsoft Active Directory (user computer accounts, OUs, Group Policy) and EntraID./liliPrinter support (both USB and network) hardware, drivers, installation, print queue management, troubleshooting./liliUsing remote support tools such as Bomgar, TeamViewer, etc/liliExperience in the follow is a plus Microsoft Project, Microsoft Visio, Autocad and Adobe a plus./liliHosted VoIP (RingCentral) Patch management/configuration tools (ManageEngine Endpoint Central a plus) Email filtering (Proofpoint a plus)/li/ul/div