Service Desk Analyst
2 weeks ago
Job Title : Service Desk Analyst
Job Location : New Haven, CT (Hybrid)
Job Type : Long Term Contract
Job Description:
- Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices, and printers).
- Assists users with troubleshooting and remediation technology related service requests.
- Provides support to internal users and field force.
Core Responsibilities
- Answers support requests and provides telephone assistance to customers; provides technical advice, guidance and informal training to customers using hardware and software programs.
- Troubleshoots and restores routine technical service and equipment problems by analysing, identifying, and diagnosing faults and symptoms using established processes and procedures.
- Escalates and coordinates services requests with staff assigned to service request.
- Recommends procedures and controls for problem prevention.
- Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.
Essential Competencies
- Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients
Skill Qualifications
- Problem solving and troubleshooting skills.
- Strong oral and written communication skills.
- Strong interpersonal skills.
- Strong listening skills.
- Sound judgment in decision making.
- Math skills.
- Ownership and accountability for daily operational end user compute support.
- Must be able to work relatively independently without constant managerial supervision.
- Must have strong organizational, time management and relationship building skills.
- This role requires daily interaction with our user community.
Preferred:
- Ability to speak Spanish or French desirable.
Systems/Technical Knowledge:
- Demonstrated working knowledge of basic to moderately complex hardware and software products.
- Service Management systems.
- Remote support tools (i.e., Bomgar)
- Cloud applications (i.e., connected backup)
- Active Directory.
- Microsoft and Macintosh operating systems.
- Microsoft Word, Excel, and PowerPoint.
Education and Experience Qualifications
- 2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience
- ITIL Foundation certificate required.
- A+, Network+, MSDT or equivalent professional certification.
Preferred:
- Associate in computer science preferred or BS in Business Administration/Info Tech focus.
Physical Demands
- Must be able to remain in a stationary position for a majority of the workday. to **Onsite 2 days a week (may be more for training) need someone with past service desk, ServiceNow and Active Directory
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