Service Desk Support Analyst

This position provides exposure to a very broad range of IT skills and technologies and will be responsible for responding to internal and remote requests via phone, email, and in person for all end user solutions. Solutions include but are not limited to technologies such as personal computers and mobile devices along with corporate solutions such as multi-functional devices and corporate phone system.

The essential duties and responsibilities include, but not limited to:

• Configure, deploy, and  train on standard end user stand-alone and network connected systems to end user’s satisfaction
• Support the development, testing, and configuration of new end user technologies
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Works with members of the business solutions and network infrastructure teams within IT on issues and projects as needed
• Provides accurate documentation of work performed using problem management and other work management systems and tools used within the IT division 
• Provides after hours and on-call support as required
• Maintains and protects confidentiality with regard to all aspects of IT solutions and information
• Ability to travel to remote facilities for IT support needs

Qualifications include an Associate’s degree in a related field and/or 2+ years’ relevant experience. Working knowledge of Windows 7, 8, and 10 Operating Systems and familiarity with Apple products and technology as well as experience with computer clean-up tools and processes is required. Other qualifications include excellent customer service skills, strong oral and written communication skills, and the ability to collaborate within a team environment and/or work independently to efficiently meet deadlines. Preferred qualifications include prior experience with call center tracking tools, support of application and software solutions, and proficiency with Microsoft Office Suite. Familiarity with network technologies and an understanding of Active Directory is also beneficial.