Service Desk Analyst Job Description

Service Desk Analyst Job Description Template

Our company is looking for a Service Desk Analyst to join our team.

Responsibilities:

  • Provide operational support for all network and system components and conducts problem determination, escalation, and provides problem resolution;
  • Assist desktop hardware, printer, remote access, and mobile device issues;
  • Help Desk Customer Service Support Experience (Troubleshooting Windows/Mac OS and Exchange issues);
  • Follow up the status of problems on behalf of the user and communicate progress;
  • Outlook 2016 and O365 troubleshooting;
  • Give expert applications support utilizing advanced technical skills;
  • Uphold a high standard of customer service for all support queries;
  • Extensive hardware troubleshooting (blue screen, frozen computer, etc.);
  • Active Directory (Password Resets);
  • Answer phone calls and emails from staff regarding IT issues and queries;
  • Perform 1st Level Support to user inquiries, assess problems or issues with IT equipment and applications;
  • Provide support in evening and night shifts;
  • handle incoming queries and requests from end users, either via email or over the phone;
  • Receive, document and manage calls from internal staff via telephone and email;
  • Provide over-the-phone training on multiple applications used by the Firm.

Requirements:

  • Proven Ability to manage multiple task/events simultaneously and deliver on time;
  • Ability to follow problem through to resolution;
  • Microsoft, Cisco, or ITIL Framework certification (preferred) or be able to attain within first year from hire date;
  • 3+ years of experience working with networks and performing Network administration/Troubleshooting;
  • Excellent communication and organization skills;
  • Bachelor’s degree;
  • An understanding of how Microsoft’s Active Directory (AD), Exchange, and other core components work;
  • DOD Secret Security Clearance- If you had a clearance within the past 24 months, we may be able to reactivate it;
  • Flexibility to work an 8 hour shift 24-7-365;
  • Ability to work 5 x 8 hour shifts which may include nights and weekends;
  • Within 30 days of hire, get a CompTIA Security+ CE (Security+ Upfront Preferred);
  • Active DoD Secret Security Clearance;
  • Background in Microsoft technologies;
  • Experience supporting a call center (ACD / CTI / IVR);
  • May require local travel.