Service Desk Analyst

HERE’S WHAT YOU’LL DO
Provide end user support for local and remote users. 70% of the responsibilities revolve around level 1, level 2 and level 3 support tickets and troubleshooting.
Beyond end support, responsible for application support, configuration and maintenance of architecture and engineering specific applications and act as an application owner between end users, other IT and application vendors.
Monitor Service Desk for tickets, monitor back up system, provide daily reports, file restores.
Consults users to determine present and future needs.
Identify areas of operation that need upgraded end user equipment.
Monitor system performance, provide security measures, troubleshooting, maintenance.
Set-up, modify user accounts, regulating, monitoring file access to ensure confidentiality, proper use.
Test, evaluate hardware and software to determine efficiency, reliability.
Attend vendor training, study journals to keep up with changes in technology.
Maintain needed files by adding and deleting files on the network server and back up files to guarantee their safety in the event of network problems.
Maintain peripherals such as printers that are connected to the network.
Create and modify users and groups in active directory such as logins with user accounts.
May add permissions, modify, delete extensions and mail boxes, phone systems.
Position may require local travel to other sites.

HERE’S WHAT YOU’LL NEED
Minimum of 2 years of related IT experience is required.
Bachelor’s degree in Information Technology or a related field preferred.
Microsoft Windows desktop and Server certifications are preferred but not required.
Strong communication skills and innovative thinking is essential as is the ability to provide technical software, hardware, and network problem resolutions in a user-friendly professional manner.
Must be a self-starter with the ability to work well independently, manage multiple technology issues and prioritize deadlines.
Knowledge of MS Windows 7/10/11 desktop, Microsoft Office, and VMWare vSphere required. ITIL knowledge preferred.