IT Service Desk Analyst

Job Description:
The IT Service Desk Analyst provides first-level technical and enterprise support to corporate end users, assisting with hardware, software, systems, and access-related issues. This position operates as part of a fully remote team with rotating shifts to support a 13-hour daily service window, including Saturday coverage.

Responsibilities:

• Provides technical support for hardware, software, and systems.
• Supports end users with enterprise service requests and non-technical issues, providing accurate guidance, timely follow-up, and professional customer service.
• Provides IT Service Desk support and resolves problems to end user's satisfaction.
• Monitors and responds quickly and effectively to requests through the IT Service Desk.
• Demonstrates proficiency in providing Application Support, including troubleshooting, resolving application issues, and working with both end-users and developers to ensure smooth operation and integration of software applications.
• Listens carefully to the customer, asks questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps.
• Analyzes problems by using automated diagnostic programs.
• Modifies configurations, utilities, software default settings, etc. for the local workstation.
• Manages PC setup and deployment for new employees using standard hardware, images and software.
• Assigns users and computers to proper groups in Active Directory.
• Work with Vendors to identify solutions to uncommon problems.
• Strong working knowledge of relevant call tracking applications, remote support tools and asset inventory systems.
• Strong working knowledge and fundamental operations of Microsoft Windows, Microsoft 365, Active Directory, Desktops, Laptops & Tablets, Printers & Peripherals.
• Performs timely workstation hardware and software upgrades as required.
• Provides feedback on company products, processes, and/or procedures.
• Meets all established IT Service Desk Service Level Agreements (SLAs).
• Looks for ways to improve and/or optimize IT Service Desk processes.
• Employs excellent verbal communications skills.
• Employs excellent phone etiquette.
• Experience working on a fully remote team.
• Able to work and thrive in a fast-paced, high-pressure environment.
• Bachelor's degree in information systems or combination of education and equivalent experience required.

Qualifications:

• Minimum 2 years in the information systems industry preferably in the IT Service Desk or Deskside Support areas.
• Must have excellent problem solving, troubleshooting, and analytical competence.
• Excellent time management skills: the ability to correctly prioritize and multi-task in a fast-paced environment with multiple deadlines is essential.
• Must be a self-starter working both independently and within a team environment under minimal supervision at times.