Help Desk Analyst

3 weeks ago

Washington, United States Trillion Technology Solutions Full time

Trillion Technology Solutions is looking to hire a proven and talented Help Desk Analyst to join one of our team.

  • - 2-6 years of experience providing help desk support
  • - Associate or bachelor's degree preferred
  • - Experience with ServiceNow preferred
  • Provide Tier 1 and Tier 2 support
  • - All incidents escalated to Tier II must contain details of troubleshooting efforts performed by Tier 1
  • - Create, institute, and follow a comprehensive onboarding and offboarding SOP and checklist to ensure new hires receive sufficient training and guidance on accessing systems and removing access and decommissioning accounts as staff offboard.
  • - Ensure staff have appropriate group access and department name and supervisor are listed in Active Directory
  • - All incidents should be resolved within the time specified in the SLA
  • - Perform AD user and group reviews
  • - Perform role review in Azure
  • - Maintain and update all Standard Operation Procedures and How-To-Guides for routine operational Service Desk tasks
  • - Serve as the front- line first-level support team, solving the most common incidents and requests. They are the first- level customer-facing support for Windows,MACs and mobile devices Including Refresh and Deployment strategy
  • - Full operational support of client's ITSM ticketing system
  • - Triage all incidents and requests and assign or escalate all service tickets accordingly to other teams/Tier.
  • - Resolve all common incidents and requests using a combination of prior technical knowledge among team members via mentoring and cross-training.
  • - Maintain, update and manage a Self-Service Portal capability, providing how-to-guides, shared knowledge base to help troubleshoot issues and share information to be used by others, including by end users
  • - Provide desk-side visits by Tier I staff to end users if remote assistance is not effectively possible
  • - Perform Total Contact Ownership (TCO) of all incidents and requests within or outside the Service Desk queues.
  • - Maintain excellent collaboration and working relationships with all tier teams and end users/customers.
  • - Provide support during new staff onboarding sessions to ensure IT components issued are fully operational, user accounts/passwords are established for laptops and mobile devices, and present IT overview information important for new staff
  • - Provide support during staff offboarding to ensure all IT components, accounts, and other close-out activities are completed successfully, and on time, no later than the day/time of offboarding
  • - Create, manage, disable, and remove user accounts according to client's user Account Lifecycle Policy
  • - Create, manage, disable, and remove distribution and security group membership
  • - Provide Tier 1 Service Desk support on the following systems/technologies (but not limited to): · Windows 10/11, Office 365 Apps, Zscaler, MS Teams, office 365, Desktop peripherals (monitors, docking stations, mice, printers, and other devices), custom applications, mobile equipment, printers, video conferencing equipment
  • - Coordinate with department IT Liaisons to communicate IT concern
  • - Coordinate with Audio-video (AV) support vendor to troubleshoot and resolve all AV equipment failures.
  • - Provide complete support, monitoring, and execution of IT asset management, including both hardware and software.
  • Conference Rooms and AV - Provide complete support, monitoring, and maintenance of conference rooms and AV infrastructure.
  • - Provide conference room audio/visual (A/V) web conference, Webex, Teams, and Zoom support, host presentations i.e., weekly Town Hall sessions and quarterly audit and board committee meetings, ensuring all conference room equipment is functioning and operational daily.
  • - Coordinate with AV support vendor to troubleshoot and resolve all AV equipment failure

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.

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