Service Desk Analyst

4 weeks ago


Knoxville, Tennessee, United States PCI Group Full time

Job Summary

The Service Desk Analyst is an IT professional who provides technical assistance to users within the organization. The Analyst responds to inquiries and evaluates issues related to IT equipment, virtual computers, applications, and user training.

The Analyst provides technical support for all aspects of the Information Technology unit, including system hardware, operating systems, applications, and networks.

A successful Analyst will be primarily customer service focused as well as technically oriented.

Key Responsibilities

  • Acts as the initial contact for all internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems
  • Answers phones, records calls, provides first-level corrective action, escalates issues to second-level when necessary, and sets up new users
  • Provides ad-hoc training to staff on system operations and applications
  • Monitors new tickets in a timely manner, accurately logs user requests and incidents, tracks to resolution within SLA, and escalates as necessary
  • Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices
  • Supports the use of the Microsoft 365 Platform, SharePoint, OneDrive, Teams, PBX, and Office Suite

Requirements

  • Minimum 2 years' experience in a Help Desk/Service Desk or other IT role
  • 2+ years' professional experience with Microsoft Windows 10
  • Proven customer service background and customer service is the most important part of this role
  • Extensive knowledge of Microsoft Active Directory, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Adobe, Okta, Zoom, etc.)

Preferred Qualifications

  • Associate's degree in computer science, information technology, or business information systems
  • Experience in an enterprise printing environment
  • CompTIA A+

Physical Demands

The physical demands 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.

Regularly required to sit for long periods of time; frequent hearing and talking required. Extensive keyboarding. May be required to lift up to 40 lbs.



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