Service Desk Analyst

A Day in the Life of a Service Desk Analyst

As a Service Desk Analyst, you are the voice, personality, and everyday IT hero to over 1,200 internal customers across the continental US, Hawaii, and Puerto Rico. You are the first line of support for IT and jump into action on a wide variety of break-fix technical issues, providing outstanding customer service to end users. You gather details in response to tickets and requests while utilizing team resources, tools, and documentation to provide resolutions quickly and efficiently. While your goal is to resolve all issues, you can recognize the need for escalation and facilitate a warm hand-off while following the proper process to ensure issues are dealt with expeditiously.

Each day presents something new, and your organized, thorough documentation allows for the identification of recurring issues and patterns for the team to discuss. With your desire to learn and willingness to help, you participate in developing new processes/procedures and regularly updating the knowledge base to ensure the success of the entire team. Your technical knowledge and input bring value to the evaluation and testing process for new hardware and software being considered. Your role at First Onsite offers unlimited growth potential, further igniting your passion for all things IT-related, and makes you excited about going to work.

Responsibilities:

• Support and maintain company technology, including laptops, mobile devices, printers, phones, and software
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues; escalate when needed
• Provide prompt, courteous support via phone, email, remote tools, and in person
• Evaluate and recommend new hardware/software solutions
• Deliver A/V support for meetings and provide end-user training as needed
• Maintain hardware inventory and assist with equipment setup and deployment
• Ensure timely resolution of support requests within defined SLAs, including on-call support when required

Experience & Education:

• Two or more years of service desk/desktop support experience
• Basic experience installing, troubleshooting, and maintaining peripherals such as printers, scanners, cameras, etc.
• Basic experience with Service Desk ticketing systems and remote computer support technologies, including Apple/iOS and Android devices
• Associate's degree/diploma in Information Security, Computer Science, Information Systems, or equivalent work experience
• ITIL certification is a plus
• CompTia A+, Network+, Security+ certifications desired

First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.