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Service Desk Analyst

3 months ago

Lake Mary, United States Mastech Digital Full time

Job Title : Service Desk Analyst II


ESSENTIAL DUTIES & RESPONSIBILITIES

  • Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical team members at all levels in the organization.
  • Exercise critical thinking, analysis and troubleshooting to resolve highly complex issues.
  • Provide excellent direct support for executives upon notification, including after-hours.
  • Accurately record, update and document requests utilizing the service desk software.
  • Utilize a collaborative, solutions-oriented approach, with effective communication skills and demonstrated ability to foster team work.
  • Identifying and interfacing with all key stakeholders in a professional manner.
  • Assists with the software and hardware asset lifecycle from acquisition to disposal.
  • Install and configure new or reimaged IT equipment and update/order inventory accordingly.
  • Assist and orient new hires with initial usage of IT systems as well as training team members on IT processes and/or end-user software.
  • Troubleshoot and administers laptops, desktops, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required.
  • Support and/or Lead project work as required by leadership, such as performing tasks, updating project schedule with status and reporting issues, etc.
  • Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
  • Supports local site file servers and applications. May support remote sites as required.
  • Ability to create documentation such as, but not limited to: SOPs, How To’s and Process Training, etc.


Knowledge, Skills, & Education


Education and/or Experience: Bachelor’s degree (BS) from four-year college or university; in a filed related to technology, such as Computer Science, Management of Information Systems, Software Engineering or Cyber Security. At least five (5) years related experience or equivalent combination of education and experience. Includes progressive IT experience.

Any Special Skills/Training/Certifications:

  • Advanced knowledge of Office 365 (Word, Excel, PowerPoint, SharePoint, Visio, and Project)is required.
  • Advanced knowledge of Tanium, Endpoint Manager is required.
  • Intermediate knowledge of infrastructure, networking and cloud (Azure) environments, is preferred.
  • Intermediate knowledge of SAP, CRM (Dynamics), Windchill, SharePoint SPO, MS Project, or experience with other Project Management software, is preferred.


Communication Skills: Excellent verbal and written communication skills and highly developed interpersonal skills. Ability to write business correspondence, present information, and respond to questions from stakeholders.