Service Desk Analyst

The position's primary responsibility is to provide high quality customer focused service and support to the user community at CIM Group. This position will serve as a role model within the Service Desk group. The position also assists with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms.

ESSENTIAL FUNCTIONS:

• Responsible for end to end communication and incident follow up response to Service Desk tickets via email, phone, and in person
• Responsible for response, communication and follow up of Service Desk tickets via email, phone, and in person as part of the Service Desk function.
• Responsible for responding to requests and provisioning access for Windows-based accounts
• Responsible for provisioning Windows accounts for all CIM New Hire requests
• Investigate, diagnose, and resolve or escalate to appropriate teams, technical requests from users and follow up through resolution.
• Maintain awareness of trends analysis to identify and escalate major incidents and problems and escalate quickly.
• Configure, onboard and maintain small office network equipment
• Participate in rolling out applications individually and through SCCM centralized Desktop deployment
• Create and present training to end users on hardware/software applications individually and to small groups.
• Request purchase of equipment through inventory control.
• Assist with Asset management/inventory management
• Give input into process improvement including Service Now enhancements for better client servicing.

NON-ESSENTIAL FUNCTIONS:

• Software implementation using group policy
• Assist in administrative tasks with SharePoint, VMWare servers
• Stay current on latest industry trends, technology, and platforms
• Ability to lift/carry/push/pull up to 50 lbs. of equipment.
• Ability to push or pull up to 50 lbs.
• Ability to walk or stand for extended periods of time
• Ability to crawl under desks to remove and install PC hardware and perform cable management duties Ability to work nights and weekends participate in on call rotation.
• Must be detail oriented
• Some travel is required to remote sites

EDUCATION/EXPERIENCE REQUIREMENTS:

• Bachelor's Degree, in any discipline
• Minimum four years' experience in a client-focused customer-oriented service and support/technical role
• IT Certifications a Plus (Microsoft, Apple, ITIL, PMI)

COMMUNICATION SKILL REQUIREMENTS:

• Ability to address and communicate in a customer friendly manner, all interactions with team members and users/clients.
• Ability to read and write correspondence and reports
• Ability to effectively and respectfully present information to customers, clients, employees, and vendors
• Ability to read and interpret documentation such as white papers, knowledgebase articles, and operation manuals
• Excellent verbal, non-verbal and written communication with end users
• Ability to translate technical information into a manner that end users can understand

MATHEMATICAL SKILL REQUIREMENTS:

• Ability to perform basic math without the use of a calculator (add, subtract, multiple, and divide)
• Ability to understand computing numbers (megabytes, gigabytes, binary numbers)

REASONING SKILL REQUIREMENTS:

• Ability to apply common-sense understanding to carry out instructions
• Ability to solve practical problems
• Ability to define problems, collect data, establish facts, and draw conclusions
• Ability to use deductive reasoning to identify problems and offer solutions
• Manage many short-term tasks and long-term projects concurrently
• Ability to adapt to specific situations and provide creative solutions
• Ability to prioritize tasks and escalate to a senior member of the team as necessary

TECHNICAL SKILL REQUIREMENTS:

• Proficient- knowledge of Microsoft Desktop Operating systems
• Proficient- knowledge of supporting Microsoft Office software
• Proficient-level knowledge of network fundamentals (IP, gateway, DNS, routing)
• Proficient-level knowledge of Microsoft Server operating systems
• Proficient-level knowledge of Exchange ActiveSync
• Entry-level knowledge with Cisco routers, firewalls, IOS
• Entry-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)
• Working knowledge of various email systems & protocols (Exchange, IMAP)
• Working knowledge of Active Directory

PERFORMANCE METRICS:

• Role model example for excellence in customer service.
• Accuracy, reliability and timeliness of work product. Excellent customer satisfaction based on feedback as well as team and manager observations.
• Adherence and valuable input into department policies and procedures for efficient and effective service.

CIM does not accept unsolicited resumes from Agencies. Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid. If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.