Service Desk Analyst

Job Description

Job Description

Overview

Flexjet is currently seeking a dedicated and committed Service Desk Analyst who will be responsible for providing first level support of service requests. The ideal candidate is customer motivated and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers.

*Please note, the shift requirement of this position may include weekend days.

Responsibilities

• Handle service requests that come in via our help desk system (Zendesk), phone or email

• Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.

• Document issues found and troubleshooting practices.

• Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.

• Participate in weekly on-call support rotation currently every 10-12 weeks.

• Candidates must be able to perform *break*fix* and MUST be able to define the term.

• Review and update technical support documentation to ensure information is complete and accurate.

• Collaborate with third-party vendors to resolve software/hardware problems and disputes.

Education & Experience:

• Bachelor’s degree in business or computer Science preferred.

• 3-5yrs of experience with hardware support

• Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.

• Has or can achieve Microsoft Certification within 1 year of hire

Required Skills & Qualifications:

• Exceptional attention to detail

• Strong time management and prioritization skills

• Ability to work autonomously.

• Working knowledge of network wiring standards and protocols

• Critical thinking and problem-solving skills

• Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction.

• Ability to work under pressure and prioritize to complete tasks in a timely manner.

• Exhibits well-developed interpersonal skills that promote and foster a team culture.

• Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.

• Proficient interpersonal skills

• Training skills necessary to educate employees on the use of hardware, software and processes.

• Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility.

Desired Skills:

• SCCM knowledge is a plus.

• ITIL knowledge is a plus

• Office 365 Administration

• Microsoft Azure knowledge is a plus.

• Microsoft Intune knowledge is a plus.