Service Desk Analyst - Hybrid

Job Description:

Skills Required:

• Level-One support and customer service
• Call center environment

Preferred Skills

• Active Directory
• Remote virtual desktop
• ServiceNow
• Google Workspace

Knowledge of:

• Windows Operating Systems.
• ServiceNow
• Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
• Google Workspace including Gmail, G-Suite, Drives, etc.

This ideal candidate for this position will have:

• 2 years’ experience providing technical support in a call center environment.
• 2 years’ experience providing hands-on desktop support.
• Advanced technical training (A+, Microsoft, Google, Hardware, Software, customer service) preferred

DES is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for providing level-one support by responding to incoming calls from the DTS Resolution Center phone queues, self-service ticket submissions, and various other methods for receiving requests for support (email and chat included) regarding: clients, workstations, peripherals, printers, telephone services, cellular services, Active Directory assistance, Google account assistance, VPN account assistance, and standard agency desktop applications (Microsoft Office Suite, Google Workspace, VPN, virtual desktops, etc.) for the agency.

Essential Duties and Responsibilities include but are not limited to:

• Provide timely hardware, software, voice, and network help desk support to all agency personnel through all means available.
• Troubleshoot issues presented by customers using all tools and resources available.
• Be the primary customer contact for status of assigned tickets until the problem is resolved and ticket is closed.
• Escalate and properly route incidents and requests that cannot be resolved by the Resolution Center/Service Desk.
• Create incident and request tickets requiring validation of customer information, and accurate recording of details of issue/request, including customer interaction and actions taken in the division ticketing system.
• Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.
• Create, update, and review of existing and new knowledge base articles based upon call received.
• Identify trends or patterns in reported issues and update and maintain issues knowledge base as appropriate.

Participation in projects to improve customer service, efficiency, and/or productivity of the Resolution Center/Help desk.