Service Desk Analyst

6 days ago

Memphis, United States Gateway Group Personnel Full time

Our client located near downtown Memphis is in the manufacturing/distribution industry and is immediately seeking a Service Desk Analyst to perform basic network and server administration duties. This position is working on-site and will provide technical support to end-users, troubleshoot and resolve IT issues, and assist in maintaining network and server infrastructure in a professional manner. This opportunity offers competitive salary and benefits.



Key Responsibilities

  • Provide first-level technical support to end-users via phone, email, and in-person
  • Diagnose and resolve hardware, software, and network issues
  • Assist with the installation, configuration, and maintenance of IT systems, including desktops, laptops, printers, and mobile devices
  • Manage user accounts, permissions, and access rights in various systems
  • Work with Level 2/3 teams from current MSP in regards to all firewalls at both local and remote locations.
  • Work with Level 2/3 teams to assist with basic server administration tasks, such as monitoring server performance, applying updates, and managing backups
  • Document and track all support requests and resolutions in the ticketing system
  • Collaborate with other IT team members to ensure efficient and effective resolution of technical issues
  • Provide training and support to end-users on IT systems and applications
  • Participate in IT projects and initiatives as needed
  • Support layer 1 and layer 2 networking for all IDF's and MDF's to all 19 x facilities
  • Manage local and remote wireless access points to all 19 x facilities
  • Manage local and remote wireless back haul wireless bridges for all 19 x facilities

.Qualifications

  • 5+ years of experience in a service desk analyst role and network / server administration role
  • Advanced knowledge of layer 1 and layer 2 networking
  • Advanced knowledge of Active Directory
  • Advanced knowledge of wireless access points
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.

Preferred Skills

  • Experience with Windows OS, Windows Server OS, Office M365 Desktop applications, Exchange Online
  • Experience with ticketing / service desk platforms.
  • Experience with documentation platforms and their respective workflows.
  • Experience with HP/Aruba switches or similar CLI based switching OS’
  • Experience with troubleshooting and maintaining a series of IDF’s and MDF’s
  • Familiarity with virtualization technologies, such as VMWare or Hyper-V
  • Ability to troubleshoot conference rooms / meetings and their respective platforms
  • Basic knowledge of cloud services, such as AWS or Azur
  • Understanding of IT security best practice

Working Conditions

  • This position may require occasional evening or weekend work to perform maintenance or resolve critical issues.
  • The role may involve lifting and transporting IT equipment.

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