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 causes 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 to gather information, apply knowledge and experience to ensure efficient and accurate problem troubleshooting and solutions 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 Hold 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 Setup and support peripherals such as printers, scanners, etc. Perform any other duties as assigned by management Qualifications High school diploma or equivalent Three or more 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 Willingness to work in a 24/7/365 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 with 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 High degree of business professionalism including punctuality, attendance, responsiveness, and dependability Ability to work in a fast‑paced environment and meet deadlines Capability to work independently and as part of a team Problem‑solving mindset with ability to multitask Language Skills Excellent written and verbal communication skills Ability to read, analyze, and interpret common technical reports and documentation Physical Demands Must occasionally 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 Must occasionally lift and/or move up to 25 pounds Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus Work Environment Exposed to weather conditions prevalent at the time Noise level is usually moderate General Sign Off The employee is expected to adhere to all company policies and to act as a role model in the adherence to company policies. #J-18808-Ljbffr Mortgage Connect, LP