IT Service Desk Analyst

1 month ago

Chattanooga, United States Pioneer Technology Full time
Job DescriptionJob Description

SUMMARY:

This position is responsible for providing first and second level support and resolution for intricate technical issues. The IT Service Desk Analyst serves as a phone and email contact for assisting and resolving customers with issues.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide effective end user support and issue resolution via emails, phone calls, etc.
  • Using system analysis techniques to respond to the most complex application issues for end users. Identifies problems and coordinates appropriate corrective action.
  • Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution.
  • Log all Service Desk interactions in ticket system.
  • Escalate problems to appropriate resource as needed.
  • Provide administration and support of all primary assigned computer, printer, and client applications.
  • May train less experienced staff or project team.
  • Prepare activity reports on support activities.
  • Create formal documentation including configuration documentation, test documentation, and support documentation.
  • Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support.
  • Promote knowledge transfer to influence positive change and strengthen the team’s performance
  • Stay abreast of the latest technology trends
  • Expected to meet or exceed published support analyst III performance standards.
  • Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.
  • Required to take rotating call for weekend support.
  • Other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)

  • Associates degree in IT preferred or equivalent work experience.
  • HS Diploma or GED required.
  • 2 to 4 years of experience performing second level support for a Service Desk
  • Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems.
  • Relevant and demonstrable technical support service experience in a software environment.
  • Excellent organizational, time management, written and verbal communication skills
  • Strong working knowledge of computer hardware and network operating systems.
  • Proficient technical knowledge of Windows 10 and Windows 11 Professional operating system.
  • Experience with Office 365 and other cloud-based products.
  • Ability to complete multiple tasks with minimal direction.
  • Advanced hardware and network connectivity trouble shooting skills.
  • Advanced knowledge of Outlook in a large enterprise environment.
  • Ability to listen and analyze customer needs
  • Ability to interact with end-users, and internet service providers.
  • Experience in using common Customer Service software.
  • Presents a positive image that reflects well on the organization.
  • Ability and willingness to work various schedules,3rd shift or weekend shift, Mon -Fri 8 PM EST to 5AM EST, Fri - Sat - Sun 8PM to 8AM.
  • Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.

CERTIFICATION, LICENSES

  • Possess a minimum of one IT certification in the following: (MCP, A+, Network+, Security +)

WORK ENVIRONMENT

  • This position is eligible for working from home after 2 months of training and proving reliability.
  • The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic.
  • Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demands

PHYSICAL DEMANDS

  • While performing the duties of this position, the employee is regularly required to talk or hear.
  • The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 40-50 pounds.
  • Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
Company DescriptionWe are a growing MSP located in Chattanooga, TN.Company DescriptionWe are a growing MSP located in Chattanooga, TN.

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