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IT Service Desk Support Specialist
3 months ago
**IT Service Desk Analyst**
- Essential Job Functions_
- Answering and documenting Tier 1 service desk calls and issues
- Work with IT staff on developing service level agreements for incidents and requests
- Understands the importance of documentation, process, and service to our end users as main objectives
- Work with IT vendors to help support the organization’s needs.
- Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
- Knowledge and experience of Microsoft Active Directory (1 to 2 years)
- TCP/IP troubleshooting skills
- Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc
- Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved
- Assist with maintaining/improving company standards for workstations and computer peripherals
- Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems
**Knowledge Requirements**:_Education, Experience, Certifications, etc_
- Associate degree and/or CompTIA Certification
- 1-2 years of experience working in Information Technology field
- Strong understanding of Microsoft operating systems, including Windows 10/11, Office 365
- Understands business needs and technical requirements to effectively communicate solutions to both technical and non-technical audiences
- Excellent Oral and Written skills
**Physical Effort**:_Lifting, dexterity, coordination, mobility, etc._
- Ability to lift 40 pounds, walking, bending, lifting, climbing, and repetitive motion
- Some work on systems in warehouses, coolers, and processing environments
- Reliable transportation is required due to travel between locations
**Work Environment**: Extended Hours, shift, noise, etc
