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Senior IT Service Desk Analyst

2 months ago

Delray Beach, Florida, United States Twin-Star International Full time
Job Summary

The Senior IT Service Desk Analyst will be responsible for providing technical assistance and support to customers, resolving issues, and performing various administrative tasks. This role requires strong technical skills, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Manage incident management and problem management systems, including process design, procedures development, automation implementation, reporting, and operations.
  • Provide technical assistance and support to customers via phone, email, or in-person.
  • Perform remote troubleshooting, diagnose issues, and determine the best solution.
  • 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 core business applications and IT services.
  • Train computer users, including 1-1 training, write training manuals, organize, and reference vendor resources.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Configure employee new hire accounts and process terminations, including quarterly audits.
  • Manage Verizon business accounts, including desk phones and cellular phones.
Requirements
  • 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.
  • 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%.
Physical Requirements

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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to outside weather conditions.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case-by-case basis.