Service Desk Support Analyst
Virtelligence
Job Description
Job Description
Tasks
- 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
- 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.
Vacancy posted 4 days ago
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