IT Service Desk Analyst

Position Overview

The IT Service desk Analyst is responsible for responding to user inquiries regarding hardware, software, equipment, applications, or other IT related concerns, assessing the problem, and resolving the problem for end users. This role is responsible for maintaining software and in-house applications, including managing upgrades, installations of new hardware and software, troubleshooting problems with computer systems, and assessing viruses and potential threats to a company’s network. The IT Service Desk Analyst also monitors the use of email, creates and changes passwords, makes suggestions for improvements to computer systems, backs up data and performs data recovery as 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.
• 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

• Experience 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.