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Service Desk Analyst

4 months ago

Trumbull, United States Corserva Full time
Job DescriptionJob Description

Looking for an articulate, professional helpdesk technician to work in our NOC during the day with 2nd shift hours and on-call as necessary.

GENERAL SUMMARY:

The Service Desk Analyst is responsible for handling first-level support of service requests. This relates to all technology, including: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor-specific hardware and software. In addition to working in the NOC, this technician will go on-site as needed to perform PC hardware deployment and troubleshooting.

Essential Duties and Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Service Ticketing system/application data entry and queue management
  • Support of disaster recovery solutions
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • When onsite at customer locations, this Level 1 Technician will perform installations including desktop and software packages, end user moves, adds, changes and work with end user to schedule delivery and installation.

 

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer-level support
  • Responsible for entering time and expenses in company systems as it occurs
  • Understand processes in company systems by completing assigned training materials
  • Enter all work as service tickets into company systems
  •  

Qualifications

  • Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Professional IT Certifications, such as A+ certification.
  • Experience with Ticketing System
  • Imaging
  • Troubleshooting
  • Windows 10 knowledge
  • Previous NOC and Deployment experience
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
Company DescriptionCorserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT, with a large facility in Orlando, FL selling nationally.
Corserva is a leading provider of managed IT services to enterprise and mid-market accounts. We cover all aspects of our clients’ IT needs including lifecycle management, managed services, managed security, and business continuity.
Our two technical services centers, located in Trumbull CT and Orlando FL, contain HIPAA and PCI compliant data and operations support centers. From these centers, we provide managed hosting, private cloud, network operations, business continuity, user support and security operations services.Company DescriptionCorserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT, with a large facility in Orlando, FL selling nationally. \r
Corserva is a leading provider of managed IT services to enterprise and mid-market accounts. We cover all aspects of our clients’ IT needs including lifecycle management, managed services, managed security, and business continuity.\r
Our two technical services centers, located in Trumbull CT and Orlando FL, contain HIPAA and PCI compliant data and operations support centers. From these centers, we provide managed hosting, private cloud, network operations, business continuity, user support and security operations services.