IT Service Desk Analyst

4 hours ago


Alexandria, Virginia, United States 22nd Century Technologies Full time
Job Title:
IT Service Desk Analyst

Job Description:

We are seeking a highly skilled IT Service Desk Analyst to join our team at 22nd Century Technologies. As a key member of our IT department, you will be responsible for providing timely and efficient technical support to our staff and clients.


Key Responsibilities:

Technical Support:

Provide expert technical support to resolve daily service tickets, ensuring minimal disruption to our operations.


Partner Collaboration:

Collaborate with partner helpdesks to resolve complex technical issues and ensure seamless service delivery.


Staff and Client Interaction:

Deliver exceptional customer service by setting and managing staff and client expectations effectively.


Creative Problem Solving:

Apply problem-solving skills to research and fix complex technical issues in restrictive IT environments.


Deployment:

Deploy hardware and software, ensuring optimal performance and minimal downtime.


Training:

Provide training and guidance to staff on new technologies and applications.


Research Improvement:

Research and implement new technologies to improve our tech strategy.


Emergency Support:

Be available for scheduled emergency support, including phone support outside of normal business hours or emergencies.


Required Skills:
Prior information technology help desk or systems administration experience (1 year).
Customer service experience, either remote or in person (1 year).
Intermediate skill level in M365 environment, with robust knowledge of Outlook, Word, Excel, PowerPoint, Teams and SharePoint (2 years)
Strong English communication skills (written / verbal).

Preferred:
CompTIA A+ certification or equivalent preferred.
Windows Experience, including Active Directory maintenance (1 year).
Experience with Teams/SharePoint management a plus.

Experience with crafting, managing, and working with low-code Power Platform applications (Power Automate, PowerBI, etc.), preferably in a GCC environment a plus.

Prior experience in a traditional office environment or medical office, preferred.
Reliable transportation.

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