Description
IT SERVICE DESK ANALYST
JOB DESCRIPTION
Position Summary/Objective
The Service Desk Analyst is responsible for technical support for internal and external employees and clients via email, phone and other methods. This position requires familiarity with a variety of the organizations concepts, practices and procedures, as well as proper experience and judgement to plan and accomplish goals.
Essential Duties/Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Primary Duties
Assisting internal employees and external customers with technical issues.
Update/manage/resolve internal tickets within the company’s incident tracking system and maintain all records as necessary.
Accelerate complex cases to the Sr. Service Desk Analyst.
Train, coach and advise employees on proper program usage and log in.
Perform test and updates to programs as required.
Collaborate with internal departments to ensure IT needs are met.
This role requires participating in a rotating 24/7 on-call schedule to provide immediate support for critical system incidents during evenings, weekends, and holidays.
Competencies
Detail oriented
Effective Time Management
Communication proficiency
Ethical Conduct
Problem Solving/Analysis
Strategic Thinking
Technical proficiency
Ability to maintain confidentiality
Critical thinking and evaluating
Required/Preferred Education and Experience
Excellent technical skills with PC’s
Familiarity with Microsoft Office Suite (i.e. Word, Excel, Outlook, Sharepoint, etc.)
Direct experience working with contracts, policies, and/or regulatory agencies
Excellent written and verbal communication skills
Strong reporting abilities
High School Diploma or GED
Valid US Driver’s License
- What motivated you to respond to this role?
- What do you feel you are capable of achieving?
- How can we best reach you for a conversation this week?
