Service Desk Analyst II

The Service Desk Analyst II provides front-line technical support by responding to incidents and requests reported by users. Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice ITSM; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative and delivering the highest level of customer service at all times with all users. The ideal candidate is a curious problem solver, with strong people skills, and a focus on teamwork.

Essential Job Functions for the Service Desk Analyst will include:

• Analyzing and troubleshooting software, hardware and connectivity issues and recommending and implementing corrective solutions
• Escalating tickets to proper support teams as required
• Onboarding new hires including training and setup of computers & monitors
• Assisting with administration and enforcement of security policies
• Assisting with basic infrastructure maintenance
• Maintaining and managing internal inventory and assets
• Keeping Knowledge Base and process documentation up to date
• Available during non-business hours, as needed
• Other duties as assigned

Required Knowledge, Skills and Abilities:

• Bachelor’s degree in technology or equivalent work experience
• 2+ years of progressive Information Technology experience required
• Strong communication skills, both written, and verbal
• Strong attention to detail in high-pressure situations
• Knowledge of popular SaaS applications preferred
• Ability to meet deadlines and adjust to changing priorities
• Willingness to work in a fast paced and hands-on environment
• Experience with Office 365 Suite and Box preferred
• Experience with Windows-based computer systems required
• Ability to troubleshoot common hardware/software issues

Working Hours: Monday through Friday

Working Conditions: Professional office environment. Working inside. Standing and sitting. Will be assigned to a workstation. No heavy lifting over 25 lbs.