IT Service Desk Analyst
1 week ago
Job Description
Job Description
Position Overview
The IT Service desk Analyst is responsible for responding to user inquiries regarding hardware, software, equipment, applications, or other IT related concerns, assessing the problem, and resolving the problem for end users. This role is responsible for maintaining software and in-house applications, including managing upgrades, installations of new hardware and software, troubleshooting problems with computer systems, and assessing viruses and potential threats to a company’s network. The IT Service Desk Analyst also monitors the use of email, creates and changes passwords, makes suggestions for improvements to computer systems, backs up data and performs data recovery as needed.
Supervisory Responsibilities (indicate yes or no)
No
Essential Job Duties
Provide IT Service for all users on desktops, laptops, printers, monitors, phones, projectors, and peripheral devices both onsite and remotely.
Setup computers, phones, and related equipment through Cisco UC.
Support and administration for a Remote Desktop environment
Active Directory administration: creating and deleting users, creating, and modifying security groups.
Create new shared folders and assign permissions while following company standard procedures.
VOIP telephone system administration. Create users, extensions, groups. Assist users with basic phone operation.
Maintaining an inventory of equipment and supplies (cables, adapters, etc.)
Document procedures and create checklists.
Follow
procedures/checklists
to ensure consistency and quality in work.
Practice security-minded judgment in all day-to-day activities
Responsible for training users on applicable systems
Communicate effectively and tactfully, both written and verbally, with internal staff and external customers
Microsoft Office 365 Administration- adding and removing licenses, application support.
All other duties as assigned
Requirements
Experience in a mixed environment. (Windows, Mac OS, IOS, Android, Chrome OS)
Proven experience as IT Service Desk Analyst or similar role
Sound understanding of computer systems
(hardware/software),
networks, etc.
Experience in analysis, implementation, and evaluation of IT systems and their specifications
NetSuite experience preferred
Experience in Zendesk or other related ticketing systems
Industry standard IT Certifications are preferred
Competencies
Customerservice.
Communicationskills.
Ability to learn quickly.
Troubleshooting/problem -solvingskills.
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