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IT Service Desk Analyst

1 month ago

Atlanta, Georgia, United States Mavensoft Technologies Full time
Job Title: IT Service Desk Analyst

Job Summary:
The Service Desk Analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Manager, who is responsible overall for the Service Desk operations.

Key Responsibilities:
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA's
• Escalate incidents to level 2 or level 3 support according to established processes and procedures
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to:
• Ensuring that antivirus software installed on all machines and scans are completed routinely.
• Update user and asset information in database (as necessary)

Requirements:
• 3+ years' work experience (minimum years preferred)
• HDICSR certification (or similar) preferred
• Strong customer service skills
• Prior experience with service desk support is a MUST
• Prior experience working as a desk side support analyst is a plus
• A+ Certification is a plus
• Proficient in understanding of network, wireless support
• Knowledge of best practice security standards and techniques is a plus
• Microsoft Windows certification is a plus
• ITIL experience/certification is a plus
• Must have clean criminal record with the ability to pass finger-print background check
• Must be authorized to work in the United States

Personal Attributes:
• Creativity and strong attention to detail
• Ability to work effectively on tight deadlines, as necessary
• Excellent command of English language
• Oral and written communication skills
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Ability to work under pressure and stay calm/focused when working with irate customers or users
• Positive, productive team player
• Desire to learn new skills and improve

Education/Training:
• Minimum of Associate degree preferred
• 3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.