WorldStrides is seeking a results driven and service oriented Service Desk Analyst with a minimum 2 years of experience to serve in a demanding customer facing role that includes Service Desk phone support as well as providing onsite deskside support as needed. Strong interpersonal and communication skills are a must and qualified candidates will also display impeccable customer service skills and customer focus as this individual will represent WorldStrides Global IT at one of our remote offices. Candidate must be willing to serve on a shared weekly On-Call team rotation.
Provide Tier 1 support in a call center environment with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting information, creating Service Requests, and documenting incidents with pertinent data within the ITSM platform ServiceNow. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary.
Support both remote and local users in a heterogeneous technology environment. This includes support of but not limited to, Windows 7 & 10, Citrix, Dell hardware, Apple hardware, HP & Konica Minolta Printers, and the Microsoft Office Suite. Knowledge of Office 365 is preferred.
Support installation and configuration of various software including Citrix, Avaya/Global Protect VPN, CRM and Proprietary Systems, as well as all necessary supporting software.
Provide logon assistance including AD unlock requests and resetting network passwords. Troubleshooting domain and Citrix logon problems, as well as providing user education.
Create new user accounts in Active Directory. This includes creating their respective Outlook mailbox and providing proper access to shared drives and other various network resources.
Create Distribution Lists and Shared Mailboxes through Exchange/Office 365. Adding appropriate "Send As” permissions as necessary as well as managing user access.
Work with Network Administration to identify and resolve user permission errors, provide and troubleshoot printer access, and manage AD group membership.
Reset voicemail passwords and troubleshoot hard & soft phone connection issues on the Avaya and Skype for Business platform.
Troubleshoot remote hardware problems including home TeleWorker configurations and peripheral set up.
Responsible for meeting specified service level standards.
Participate on global and regional project teams as needed.
Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
Ideal candidate will have strong written and oral communication skills.
Able to provide desktop support for approximately 60 onsite users and phone support for over 600 remote users utilizing desktop, laptop, and thin client system both inside and outside of Citrix.
Ability to resolve all problem issues that affect the users’ productivity and provide training when applicable.
Advanced knowledge of Microsoft operating systems and Office Suite software.
Prior experience with Active Directory maintenance which includes creating/ modifying accounts and managing group membership.
Experience with creating new user Mailboxes, Distribution Lists and Shared Mailboxes using Exchange Management Console or Office 365.
Ability to multitask in a fast paced environment.
Ability to establish and maintain effective working relationships with coworkers, managers and clients. Must be able to take direction and also work independently, respectively.
Working knowledge of basic audio-visual, video & web conferencing is a plus.
Preferred Education and Experience
Bachelor’s Degree in Computer Science or related field of study and 2 years of prior phone based IT support experience.
ITIL v3 Certification
MCP (Microsoft Certified Professional)