Service Desk Analyst

1 week ago

Neenah, Wisconsin, United States SECURA Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our dynamic team at SECURA. As a key member of our IT department, you will be responsible for providing exceptional technical support and issue resolution to internal and remote associates.

Key Responsibilities
  • Provide level 1 technical support and customer service as a member of our Service Desk team.
  • Serve as the initial point of contact within our IT Department, gathering and analyzing information about reported issues to determine the best course of action.
  • Participate in the rollout and training of new technology solutions.
  • Leverage and create Knowledge Base articles and SOPs to resolve known issues.
  • Evaluate new technologies to determine their benefit and value in our environment.
  • Communicate effectively with all levels of management and staff.
  • Promote cross-team relationships with other IT support team members to facilitate fast response.
  • Mentor junior associates and promote a great customer experience.
  • Accurately log detailed activities, track calls/requests, and maintain historical records related to problem documentation and resolution.
Requirements
  • Outstanding customer skills with the ability to empathize and professionally troubleshoot and resolve customer issues.
  • Strong troubleshooting skills and ability to maintain, set up, and upgrade desktop applications.
  • Excellent verbal, written, and interpersonal communication skills.
  • Advanced level experience and working knowledge with a minimum of five of the following: computer hardware, Windows operating systems, Microsoft Office, Microsoft Active Directory, VDI, telephony, desktop imaging, hardware provisioning, AudioVideo technology, and remote user access.
  • Strong network experience including TCP/IP, VPN, Wi-Fi, and security policies.
  • Familiarity with Remote/Home office support challenges.
  • Knowledge of project management principles.
  • Customer service, soft skills, and team interaction are critical to the success of this position.
  • Associates or Bachelor's degree in an IT-related field or equivalent work experience.
  • 5+ years of related IT experience.
  • Analytical and problem-solving skills.
  • Highly motivated, organized, and a self-starter.
  • Excellent communication skills, both written and verbal.
  • Team player and A+ attitude.
Preferred Qualifications
  • Ivanti experience.
  • Microsoft Office, Intune, and Azure experience.
  • ITIL Foundation Certification.

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