Service Desk Analyst

3 weeks ago

Annapolis, United States HASI Full time

Position Summary


The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team and ensures proper operation of workstations and other endpoints, enabling end users to focus on business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, as well as tier 1-2 functions. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, special events, and meetings. The cornerstone of the Service Desk Analyst role is to provide end users with a superior trustworthy support experience that includes individualized service, one-on-one support, hands-on training, clear communication, and regular follow up.


Responsibilities


Onsite appearance, providing prompt and responsive in-person and remote end-user IT support with an emphasis on providing excellent customer and user experience

Respond to IT support requests submitted by email, trouble ticket, phone, or in-person

Escalation and hand-off of requests when appropriate

Provide personal, attentive service to end users, regardless of the simplicity or complexity of the request

Identification and triage, including business impact, security events, and outages

Consistently follow up on outstanding requests and ensure timely, documented resolution, as well as, that all needs are met and issues are resolved

Support Windows 10 and Windows 11 desktop environments

Manage SaaS applications and related user accounts and access privileges

Configure workstations, desktop peripherals, and other user-facing technology

Perform on-boarding/off-boarding processes and functions to include equipment sourcing and assignment and new hire training/orientations

Support technology throughout the office, including collaboration tools, audio, and video equipment, and conference room technology

Support mobile computing including, phones, tablets, laptops, VPN, and Wi-Fi

Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained

Support email, file server, printing, and other day-to-day operational needs of users

Provide computer and software training and prepare training materials as needed

Configure and deploy software installation and update packages

Diagnose, research, repair, resolve, and document hardware and software issues

Troubleshoot computer networking issues

Perform PC upgrades, including asset management, OS installation, profile migration, and data security

Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours on occasion when needed to support team operations

Other duties and projects may be added and/or assigned as needed



Qualifications


2+ years’ experience configuring and servicing computer hardware

2+ years’ experience configuring and managing Windows operating systems

2+ years’ supporting professional environments

Exceptional, demonstratable customer service orientation

Experience supporting VIPs or providing customer support in other high-stakes, high-expectation environments

Experience working with a ticketing system

Working knowledge of modern operating systems

CompTIA A+ or Network+, or other comparable certification preferred

Working knowledge of Microsoft 365 product configuration, including Outlook, Word, and Excel

Experience working with remote support tools

Experience using configuration or mobile device management tools preferred

Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external, and customer teams

Highly motivated and self-directed

Ability to manage multiple priorities and to quickly assess and adjust to changing priorities

Ability to quickly identify and resolve technical problems or escalate without delay

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