Service Desk Analyst I

6 hours ago

Moorpark, California, United States Ensign-Bickford Aerospace and Defense Full time
Service Desk Analyst I Job Description

As a Service Desk Analyst I at Ensign-Bickford Aerospace and Defense, you will be part of a team that delivers world-class support to our internal customers. Your primary responsibility will be to provide front-line support via telephone and remote support, as well as in-person support as necessary.

This is a continuing growth position for an individual in the early to middle of a career path in technology. You will be responsible for owning and providing the customer's total support and implementation experience for personal technology system requests, as well as providing front-line triage and overall issue ownership for other technology service requests related to infrastructure and applications.

Key Responsibilities:
  • Live phone support for EBI Internal Customers
  • Triage of reported issues and requests, including data capture and recording, prioritization, troubleshooting, and escalation routing
  • Takes ownership of communication and follow-up with customers
  • Frontline diagnosis, troubleshooting, and resolution of reported issues
  • Determine and execute appropriate escalation of reported issues based on service standards
  • Utilize advanced remote support tools to speed support to the Gemba with minimal delay
  • Create and maintain documentation related to work tasks, resolutions, and standard practices
  • Adhere to asset management requirements
  • Open and manage tickets with service vendors
  • Participate in Continuous Improvement activities and lead continuous improvement lifecycle for one or more systems
  • Identify issue trends and escalate to Problem Management processes where appropriate
  • Train internal customers in individual or small group settings on computer, phone, mobile, and conference room technology
  • Participate in project teams and at times planning or executing smaller single resource or vendor executed projects
  • Responsible as the main IT point of contact for one or more facilities
  • Emerging responsibility as subject matter expert in at least one technology system
  • Adhere to Change Management policies and procedures
Requirements:
  • Understanding of ITIL / IT Service Management framework
  • Competent interpersonal communicator in both verbal and written communications in both individual and group settings with a strong customer service focus
  • Ability to diagnose and troubleshoot technical issues with the ability to formulate a diagnostic path towards resolution
  • Ability to research technical issues to identify workarounds and determine root cause and corrective action
  • Experience with and ability to administer and troubleshoot Windows 10, Active Directory, Network Connectivity, Printers, Software Installation, PC Hardware, and related peripherals and drivers, IP Phones, Mobile Devices, Collaboration Tools
  • Ability to serve as subject matter expert on one or more technology systems
  • Positive, proactive, ownership attitude
  • Attention to detail
  • Ability to work independently and with cross-functional teams in a fast-paced environment
Education and/or Experience:
  • Minimum 1-3 years of experience supporting Windows in a Business Environment
  • Additional Skills Training and Certifications preferred but not required

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