The Help Desk Desktop Analyst is primarily responsible for providing technical support for office employees. The ideal candidate will be well spoken, self-sufficient, and acquainted with common office productivity software applications. Additionally, he or she must have an excellent sense of judgment to properly evaluate complications and deliver immediate effective solutions. Will be providing both phone and deskside support Provide first line response for users requiring assistance with information technology issues and problems. Respond to requests for technical assistance by phone, email andor using a help desk management system. Track issues using ServiceNow ticketing system to resolution updating the internal knowledge base andor communicating learning's with relevant business units. Knowledge of the ITIL methodology, change management processes and risk management processes. Escalate more involved problems to the appropriate support teams. Update daily status reports and shift handover reports. Act as a liaison between customers and technical escalation teams. Provide a single view to the organization for information technology related problems. Required Qualifications Setup of the environments, loading of services from the Microsoft family of products and configuration of these services to ensure that they are functioning correctly on the servers prior to deployment. Willing and able to pass a background check 3+ years of PC Support Role Experience with large scale rolloutdeployment, Utilizing Microsoft Deployment Tools Windows 7 experience Office 2013 SharePoint Notes 8.5 Mail Client Experience ServiceNow Experience with phone dispatch (entering tickets, remote support, ticket escalation) Associated topics: desktop, information technology analyst, service, support specialist, systems administrator, technical, technician, technician i, technician iv, technology
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