IT Service Desk Analyst

Job Description

Job Description

SUMMARY:

This position is responsible for providing first and second level support and resolution for intricate technical issues. The IT Service Desk Analyst serves as a phone and email contact for assisting and resolving customers with issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide effective end user support and issue resolution via emails, phone calls, etc.
• Using system analysis techniques to respond to the most complex application issues for end users. Identifies problems and coordinates appropriate corrective action.
• Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution.
• Log all Service Desk interactions in ticket system.
• Troubleshoot and provide resolution to complex IT issues.
• Provide administration and support of all primary assigned computer, printer, and client applications.
• May train less experienced staff or project team.
• Prepare activity reports on support activities.
• Create formal documentation including configuration documentation, test documentation, and support documentation.
• Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
• Promote knowledge transfer to influence positive change and strengthen the team’s performance
• Stay abreast of the latest technology trends
• Expected to meet or exceed published support analyst III performance standards.
• Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.
• Required to take rotating call for weekend support.
• Other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)

• Associates degree in IT preferred or equivalent work experience.
• HS Diploma or GED required.
• At least 4 years of experience performing second level support for a Service Desk
• Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems.
• Relevant and demonstrable technical support service experience in a software environment.
• Excellent organizational, time management, written and verbal communication skills
• Strong working knowledge of computer hardware and network operating systems.
• Proficient technical knowledge of Windows 11 Professional operating system.
• Experience with Office 365 and other cloud-based products.
• Ability to complete multiple tasks with minimal direction.
• Advanced hardware and network connectivity trouble shooting skills.
• Advanced knowledge of Outlook in a large enterprise environment.
• Ability to listen and analyze customer needs
• Ability to interact with end-users, and internet service providers.
• Experience in using common Customer Service software.
• Presents a positive image that reflects well on the organization.
• Ability and willingness to work various schedules,3rd shift or weekend shift, Mon -Fri 9 AM EST to 6PM EST
• Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.

CERTIFICATION, LICENSES

• Possess a minimum of one IT certification in the following: (MCP, A+, Network+, Security +)

WORK ENVIRONMENT

• This position is eligible for working from home after 2 months of training and proving reliability.
• The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic.
• Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demands

PHYSICAL DEMANDS

• While performing the duties of this position, the employee is regularly required to talk or hear.
• The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 40-50 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

Pioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare and
enterprise customers. We deliver secure, scalable IT solutions across cloud, networking, systems, and
security. Our mission is to help organizations modernize their technology environments while protecting
them against evolving cyber threats

Company Description

Pioneer Technology is a nationwide Managed Services Provider with a strong focus on healthcare and\r\nenterprise customers. We deliver secure, scalable IT solutions across cloud, networking, systems, and\r\nsecurity. Our mission is to help organizations modernize their technology environments while protecting\r\nthem against evolving cyber threats