Service Desk Analyst

Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment. In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems. Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g. phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g, system outages, software rollouts, down servers, application failures, etc). After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients. Administers active 2-way communications and "knowledge transfer" within assigned team/function, both planned/advance notice and real-time. Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders. Qualifications Minimum: 1 year of IT service/help desk operations experience Qualitative and quantitative analytic & problem solving skills Ability to learn new concepts quickly Organizational skills Advanced verbal and written communication skills Proficient in Microsoft Excel and Word Is able to work independently or as part of a team Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines Equal Employment Opportunity Statement Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law. Americans with Disabilities Act (ADA) If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department Other Employment Statements Intelliswift participates in the E-Verify program. Learn More For information on Intelliswift Software, Inc., visit our website at #J-18808-Ljbffr Intelliswift - An LTTS Company