Service Desk Analyst

3 weeks ago


Cleveland, Ohio, United States Flexjet Full time
Job Description

Overview

Flexjet is seeking a dedicated and committed Technical Support Specialist who will provide first-level support for service requests. The ideal candidate is customer-focused and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers.

Responsibilities

  • Handle service requests that come in via our help desk system, monitor end-user reported problems, and communicate with appropriate personnel using incident management and request fulfillment processes.
  • Document issues found and troubleshooting practices.
  • Setup, maintenance, and repair of PC-based computer hardware, printers, network wiring, and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.
  • Participate in weekly on-call support rotation.
  • Perform break/fix tasks and define the term.
  • Review and update technical support documentation to ensure information is complete and accurate.
  • Collaborate with third-party vendors to resolve software/hardware problems and disputes.
  • Some light travel to other office locations may be required as needed.

Requirements

  • Bachelor's degree in business or computer science preferred.
  • 3-5 years of experience with hardware support.
  • Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.
  • Has or can achieve Microsoft Certification within 1 year of hire.

Key Skills and Qualifications

  • Exceptional attention to detail.
  • Strong time management and prioritization skills.
  • Ability to work autonomously.
  • Working knowledge of network wiring standards and protocols.
  • Critical thinking and problem-solving skills.
  • Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment with minimal direction.
  • Ability to work under pressure and prioritize to complete tasks in a timely manner.
  • Exhibits well-developed interpersonal skills that promote and foster a team culture.
  • Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.
  • Proficient interpersonal skills.
  • Training skills necessary to educate employees on the use of hardware, software, and processes.
  • Routine system administration activities, such as resetting passwords, printer set-ups, user accounts, and accessibility.

Desired Skills

  • SCCM knowledge is a plus.
  • ITIL knowledge is a plus.
  • Office 365 Administration.
  • Microsoft Azure knowledge is a plus.
  • Microsoft Intune knowledge is a plus.
  • Prior experience in travel or aviation industries is a plus.
  • Pilot's license is a plus.


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