IT Service Desk Analyst
4 weeks ago
About Your Contributions:
Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team,
provide support to the Dotdash Meredith staff
, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.
Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.
Ensure provided support meets SLAs.
Participate in the on-duty rotation covering walkup support, Slack, and ticket management.
First point of escalation for L1 and L2 IT service desk related issues.
Assist with application provisioning and deployment of new equipment to end-users and new staff.
Provide backup support for conference and Zoom room needs.
Work with vendors to schedule hardware repairs.
Assist with management and auditing of hardware inventory, as well as software site licenses.
Create, manage, and maintain internal technical documentation as is relevant to the team.
Assist with ad-hoc and team projects as needed.
This is an on-site role
About You:
4+ years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.
Strong troubleshooting skills with hardware, software, and peripherals
A strong dedication to customer service excellence
Proven ability to think critically and find solutions under pressure
Strong macOS and Windows 10/11 proficiency
Mac and PC hardware troubleshooting
Experience in managing and troubleshooting cloud-based services such as Slack, Google Workspace, Office 365, and other SaaS applications.
Experience with an MDM system such as Jamf and Intune.
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
Strong desire to learn new technologies and systems
Zoom and Zoom room support experience
Comfortable working with ticketing systems such as Jira Service Desk
Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.
Industry-recognized certifications such as CompTIA A+, Network+ are a plus
Bachelors degree preferred
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