Senior Service Desk Analyst

Experience required:

• Minimum 3-5 years of experience in Service Desk/Help desk/Desktop Support.
• Excellent communication skill required.
• Flexible to work on rotational shifts.

Job Summary:

The Senior IT Support Analyst provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The Support Center Analyst is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.

Key Responsibilities:

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk Documentation and knowledgebase articles
• Review and update Help Desk documentation as assigned.
• Review and create KB articles.

• 3+ years of IT Help Desk / Service Desk support and Customer Service experience
• Experience with providing technical assistance over the phone.
• Hands on Experience in troubleshooting issues related to
• Windows Operating system - Windows 7, 10, and 11
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 2000-2016
• Email support O365, Exchange & POP
• O365 and Azure Admin portal
• MFA/2FA Applications (Duo, Azure, Okta, etc.)
• Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
• Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.)
• Basic network support:
  - Understanding of a domain/corporate IT environment including PC/Laptop setup.
• Basic knowledge of network technologies (LAN, WAN, wireless)
• VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Computer hardware support:
• Troubleshoot issues with laptops, desktops, and thin clients.
• USB device support and other peripherals.
• Printer support - Setup/install local, wireless, and network printers.
• Troubleshoot hardware printer issues.
• Mobile device support - Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.