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Service Desk Analyst

2 months ago

Hot Springs National Park, United States AAR Full time
Description

Summary: The AAR Service Desk Specialist serves as the first point of contact for the Digital Technology and Analytics department. Our mandate is to provide effective, efficient, timely and courteous support. As a member of the Service Desk, the Service Desk Specialist will be expected to perform the outlined responsibilities.

Key Responsibilities:

  • Serve as the first point of contact for all Information Services and Technology end user inquiries, providing effective, efficient, timely and courteous support.
  • Answer all end user inquiries (phone, email, web), log, categorize, track and triage all incoming requests/tickets.
  • Review ticketing and monitoring dashboards for timely assignment of tickets, checks, validates and updates ticket information/documentation as necessary.
  • Quickly and accurately prioritize incidents and promote proper Incident Management, troubleshoot, escalate, and/or resolve tickets within defined SLAs.
  • Escalate end user inquiries to the appropriate DT&A support group, escalate all critical IT service issues to appropriate support group and/or vendors.
  • Follow up with end users on outstanding requests to ensure timely resolution. Leverage remote support tools to resolve support requests as necessary.
  • Diagnose and troubleshoot end user hardware, software, network and application issues to resolution, engaging other groups/vendors as required.
  • Perform and coordinate activities related to access management for various business applications and systems.
  • Support for PCs, laptops, servers, printers, cell phones and business applications, including physical deployments.
  • Create user documentation, update existing documents with processes changes, publish to ITSM catalogues/document stores.
  • Mandatory participation in the after-hours on call rotation, and ability to travel between sites.
  • Perform other duties as assigned and required
Qualifications

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.
  • Associate degree with an accredited college in Information Technology, Computer Science or related field, preferred or 2 plus years of related professional experience.
  • Experience with Office 365 and Active Directory.
  • Strong understanding of networking, mobile and VPN technologies.
  • Industry certifications (CompTIA A+ and ITIL).
  • Must have prior experience with IT Service Management systems (i.e. ServiceNow, Remedy, etc.),
  • Has a high degree of professionalism, attentiveness and communication excellence.
  • Ability to diplomatically interact and communicate with all levels within an organization.
  • Ability to apply proper office management practices and administrative support processes.
  • Strong analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment
  • Ability to work independently and within a team environment
PHYSICAL DEMANDS/WORK ENVIRONMENT:
  • The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting.
  • Candidates should be able to adapt to a traditional business environment.


We offer a comprehensive benefits package, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, PTO, as well as opportunities for professional development and growth.

If this sounds like the right opportunity for you, please click "Apply Online" at the bottom of this page.

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