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.