IT Service Desk Senior Analyst

4 weeks ago


Lafayette, Louisiana, United States Kansas Action for Children Full time

As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world.From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.WHAT YOU NEED TO KNOW ABOUT THE JOB:The IT Service Desk provides twenty-four-hour seven day a week first tier support to Biomedical, Chapter and Corporate customers throughout the United States.The IT Service Desk's mission is to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first-tier level, and escalating appropriately when necessary.The Senior Analyst must be capable of meeting the goals and objectives of the organization and provide high level technical support to all users, and to staff members within the IT Service Desk. They must provide subject matter expertise on specified systems, provide technical and process support to team members, and act in a leadership capacity in specified support issues.IT Service Desk Technical Specialists will assist users and colleagues in a courteous and professional manner to resolve all supported software, hardware, telecommunications, system, LAN, WAN, and Process/Procedure related problems and questions.Provide Subject Matter Expertise on all ITSD tools, such as the ITSM, Knowledge Management, and ACDProvides Tier 1 and Tier 1.5 level technical support to assist users' questions/issues including those regarding hardware, software, access management, process and procedure, and telecom.Assists or takes lead assignment on projects oriented towards the development or the educational advancement of IT Service Desk staff.



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