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IT Service Desk Analyst

Pioneer Technology Chattanooga, TN

  • Expired: July 12, 2020. Applications are no longer accepted.

Job DescriptionSUMMARY:This position is responsible for providing advanced level support and resolution for complex technical problems. The IT Service Desk Analyst serves as primary and secondary escalation contact in assisting end users in effectively identifying issues and using effective troubleshooting techniques to resolve end user technical issues.ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide effective end user support and issue resolution via emails, phone calls, etc. Using system analysis techniques to respond to the most complex application issues for end users.

Identifies problems and coordinates appropriate corrective action. Collect detailed information and exercises sound professional and technical analysis to document issue or request and determine the most effective method of resolution. Log all support desk interactions in ticket system.

Escalate problems to appropriate resource as needed. Follow standard help desk procedures and guidelines using... ITIL Framework.

Provide administration and support of all primary assigned computer, printer, and client applications. May train less experienced staff or project team. Prepare activity reports on support activities.

Create formal documentation including configuration documentation, test documentation, and support documentation. Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful systems implementation and support. Promote knowledge transfer to influence positive change and strengthen the team's performance Stay abreast of the latest technology trends Expected to meet or exceed published support analyst III performance standards.

Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers. Required to take rotating call for weekend support. Other duties as assignedMINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES) Associates degree in IT preferred or equivalent work experience.

HS Diploma or GED required. 2 to 4 years of experience performing senior level support help desk role in a large enterprise environment Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems. Relevant and demonstrable technical support service experience in a software environment.

Excellent organizational, time management, written and verbal communication skills Strong working knowledge of computer hardware and network operating systems. Proficient technical knowledge of MS-Windows operating system, MS Office suite, MS SQL Server, concepts of SQL databases. Experience with Office 365 and other Microsoft Cloud Based products.

Ability to complete multiple tasks with minimal direction. Advanced hardware and network connectivity trouble shooting skills. Advanced knowledge of MS Outlook and MS Exchange in a large enterprise environment.

Ability to listen and analyze customer needs Ability to interact with end-users, and Vendors. Experience in using common Customer Service software. Presents a positive image that reflects well on the organization.

Ability and willingness to work various schedules Monday through Friday 7 AM EST to 9 PM EST. Ability and willingness to work some holidays and rotating schedule as needed to meet service standards and business needs.CERTIFICATION, LICENSES Possess a minimum of two IT certification in the following: (MCP, A+, Network+, Security +)WORK ENVIRONMENT The employee is exposed to various business environments with moderate noise levels created by computers and/or printers and light traffic. Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demandsPHYSICAL DEMANDS While performing the duties of this position, the employee is regularly required to talk or hear.

The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb o

Pioneer Technology


Chattanooga, TN



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