Senior IT Service Desk Analyst
4 weeks ago
The Senior IT Service Desk Analyst is responsible for providing technical support and assistance to customers, resolving incidents and service requests, and performing desktop computer support tasks.
Key Responsibilities- Manage incident and problem management systems, including process design, procedures development, automation implementation, reporting, and operations.
- Provide technical assistance and support to customers, including remote troubleshooting and walk-throughs.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support personnel.
- Record events and problems and their resolution in logs.
- Identify trends in incidents, determine root cause, and determine optimal resolution.
- Manage service request systems, including process design, procedures development, automation implementation, reporting, and operations.
- Design and operate business readiness, training, and awareness programs for use of core business applications and IT services.
- Train computer users, including 1-1 training, write training manuals, organize, and reference vendor resources.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Create accounts and configure hardware as part of on-boarding process.
- Support Microsoft NAV/BC roles and permissions using Easy Security.
- Support audio and video equipment in offices and conference rooms.
- Create monthly performance dashboards from service desk system.
- Apply standards of hardware and software to the install, modify, and repair computer hardware and software.
- Manage and monitor internal assets to ensure accurate inventory records.
- Maintain daily performance of computer systems.
- Maintain building security systems and audit requests for door access/camera control systems.
- Configure employee new hire accounts and process terminations.
- Manage Verizon business accounts.
- Minimum Education: Associate's (A.A./A.S.) Degree in Computer Science or related degree, or equivalent experience.
- Minimum Experience: Five (5) years' experience in Service Desk and/or Incident Management fields.
- Knowledge, Skills and Abilities:
- Proven experience as a help desk technician in a Level 2 or 3 capacity.
- ITIL / ITSM experience, certification preferred.
- Windows 10 and 11, Mac OS X, Office 365, Intune, MS Auto Pilot.
- Office365, Azure Active Directory maintenance, Exchange Online, PowerShell, O365 Office Admin Center, EntraID.
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android).
- Client PC connectivity - ethernet, TCP/IP and FortiClient VPN, Azure Desktop.
- File server knowledge.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Support other specialists at Twin Star.
- Proficiency in English.
- Works under limited supervision for routine situations.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- Ability to travel 5%.
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