Service Desk Analyst

Role Overview:

The Service Desk Analyst is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop, notebook computers, terminals, smartphones, printers and associated peripherals, and solving user technology issues at Level 1 and 2.

Key Responsibilities:

• Work rotating 24 hour shifts 5 days a week.
• Carry on-call phone for weekends on a rotating basis.
• Respond timeously to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues assigned to them.
• Research solutions using available information resources.
• Advise user on appropriate action, sometimes education of user is required.
• Follow standard service desk procedures and industry best practices.
• Log all service desk interactions and document issue resolution using the ticketing system.
• Maintain accurate inventory of all hardware and software resources and parts.
• Identify and effectively prioritize situations requiring urgent attention, escalate when needed.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Maintain excellent communication with all end-users and other members of the BT department.
• Work with outside vendors as required.
• Install and support in-house and proprietary software and hardware as required.
• Project work.

The Recipe for Success:

• 1 year setup, configuration, troubleshooting of desktop/notebook hardware and software.
• Knowledge and experience of service desk practices and best practices.
• Windows desktops, notebooks, as well as iOS/Android devices, in a networked environment.
• Windows 10, Office/Office 365, Outlook and other Microsoft software.
• Basic knowledge of Active Directory concepts.
• Experience supporting Outlook in a Microsoft Exchange environment.
• Basic knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, VLANs etc.).
• Knowledge of a variety of WiFi and IoT enabled devices.
• Experience supporting remote users.
• Full G2 driver’s license and access to a vehicle.
• Must be able to work rotating shifts.
• Responsibilities sometimes require working evenings and weekends, with little advanced notice.
• Rotating weekend on-call support schedule.

A Few Extra Ingredients:

• Can do attitude.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.
• Exceptional oral and written communication skills.
• Customer service orientated.
• Adaptable.
• Attention to detail.
• Stress tolerant.
• Well-developed time management skills

What We Offer:

• As we grow, we are committed to preserve the parts of our diversity & culture that is unique, people focused and are core to our success at every size. Our values of Quality, Direct Communication and Respect mean something.
• Learning and growth; we are working to create an environment where sharing new ideas, experimenting and learning from each other is strongly encouraged.
• Competitive benefits, along with work-life balance!