Analyst, Service Desk

Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities

• Take client phone calls from US and other countries, open Incident or Request tickets

• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests

• Triage customer calls per specified severity levels

• Execute first attempt to resolve the customer call

• Troubleshoot end user hardware, operating system and remote access

• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies

• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership

• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work

• Detailed notetaking of troubleshooting steps performed

• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards

Skill & Experience

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users.

• Windows 10/11, Windows Server OS

• Must possess a basic understanding of identity and access management services such as Active Directory or Entra ID.

• Microsoft Azure / 365 applications and services.

• Familiar with and experience working in Virtual Desktop environments such as Citrix, Vmware HorizonView and Azure Virtual Desktop (AVD)

• Working knowledge of troubleshooting network and remote access issues

• Troubleshooting end user hardware including laptop/desktop, Printers, docking station and remote access

• Core troubleshooting - the ability to Independently figure out the root of a problem through logical methodology and process of elimination.

Additional Requirements

• Must be proficient at English, both written and verbal

• Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides

• Experience with ServiceNow or similar ITSM/Ticketing platform