IT Service Desk Analyst

Position Overview

The primary role of the IT Service desk Analyst is to help users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. This includes maintaining software and in-house applications. IT Service Desk Analysts manage the upgrade and installation of new hardware and software, perform troubleshooting to address any problems with computer systems, and assess viruses and potential threats to a company's network. IT Service Desk Analysts will also monitor the use of email, create and change passwords, make suggestions for improvements to computer systems, backup data and perform data recovery if needed.

Supervisory Responsibilities (indicate yes or no)

• No

Essential Job Duties

• Provide IT Service for all users on desktops, laptops, printers, monitors, phones, projectors, and peripheral devices both onsite and remotely.

• Setup computers, phones, and related equipment through Cisco UC.

• Support and administration for a Remote Desktop environment

• Active Directory administration: creating and deleting users, creating and modifying security groups

• Create new shared folders and assign permissions while following company standard procedures

• VOIP telephone system administration. Create users, extensions, groups. Assist users with basic phone operation

• G-Suite administration. Creating email accounts, creating distribution lists, adding/removing users to distribution lists, creating shared mailboxes.

• Maintaining an inventory of equipment and supplies (cables, adapters, etc.)

• Document procedures and create checklists

• Follow procedures/checklists to ensure consistency and quality in work

• Practice security-minded judgment in all day to day activities

• Responsible for training users on applicable systems

• Communicate effectively and tactfully, both written and verbally, with internal staff and external customers.

• Microsoft Office 365 Administration- adding and removing licenses, Application support.

• All other duties as assigned

Requirements

• Ability to work in a mixed environment. (Windows, Mac OS, IOS, Android, Chrome OS)

• Proven experience as IT Service Desk Analyst or similar role

• Sound understanding of computer systems (hardware/software), networks, etc.

• Experience in analysis, implementation, and evaluation of IT systems and their specifications.

• Netsuite experience preferred.

• Experience in Zendesk or other related ticketing systems.

• Industry standard IT Certifications are preferred.

Competencies

• Customer service .

• Communication skills .

• Ability to learn quickly.

• Troubleshooting/problem-solving skills .

• Ability to work under pressure.

• Adaptability.

• Teamwork skills .

• Interpersonal skills .

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, the duties require the use of the hands to type and the ability to communicate, requires the ability to move about, some duties may occasionally require the ability to lift to 20 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.