Service Desk Analyst

Position Summary The Service Desk Analyst primary function is to provide technical support for production-based applications and network, supporting company business and objectives. The Service Desk Analyst troubleshoots when problems are encountered via root cause analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability. Essential Duties And Responsibilities Work as a Support Team member, gathering information, applying knowledge and experience to ensure efficient and accurate problem troubleshooting and solution development. Effectively and efficiently troubleshoot technical problems. Research, resolve, and respond to end‑user issues/problems received via email, telephone, or escalations, and provide support on desktop systems. Install and configure software applications and hardware solutions. Have a basic understanding of TCP/IP, DNS, DHCP, VDI, and VPN configurations. Provide general IT end‑user support. Provide complete resolution summary upon case closure to capture knowledge base data. Take ownership of problems by collecting symptom/environmental data for problem resolution. Communicate effectively with end‑user and IT Support Team to resolve assigned tasks. Set up and support peripherals such as printers and scanners. Perform any other duties as assigned by management. Qualifications High School diploma or equivalent. 3+ years of recent computer, server, and network troubleshooting experience. Resourceful and able to take initiative in a dynamic environment. Knowledge of computer and server hardware. Ability and willingness to work in a 24x7x365 support environment. Strong understanding of Windows operating systems and applications in a domain environment, including Windows 11 and Microsoft Office suites. Experience with anti‑virus technologies and troubleshooting. Experience troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices. Experience with VMWare virtual desktops. Strong customer service skills. Strong written and oral communication skills. Ability to demonstrate a high degree of business professional behaviors, including punctuality, attendance, responsiveness, and dependability. Ability to work in a fast‑paced environment and meet deadlines. Capability to work both independently and as part of a team. Problem‑solving mindset with the ability to multitask. Language Skills Excellent written and verbal communication skills. Ability to read, analyze, and interpret common technical reports and documentation. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. #J-18808-Ljbffr Mortgage Connect, LP