SERVICE DESK ANALYST I
: Job Details :

Job Type Full-timeDescriptionPosition SummaryThe Service Desk Analyst I is responsible for providing technical assistance and support to clients with problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, printers and mobile devices by identifying issues and analyzing them. Technician receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for the IT department. Monitor and respond quickly and effectively to requests received.Primary ResponsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

Test and assess issues

Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

Document internal procedures

Document user requests and also update client trouble tickets with the current status of the issue

Ask educated questions and listen to team members to determine root cause of issues

Run diagnostic tests to resolve problems

Train incoming staff

Report significant and recurring issues to the tier-2 support team

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to team members to ease in troubleshooting.

Competencies1. Ability to diagnose and resolve basic computer/technical skills2. Excellent communication skills3. Keen attention to detail, memory of patterns, and interest in problem-solving.4. Great problem solving/troubleshooting, follow through and documentation skills required.5. Patience, strong customer service and interpersonal skills6. Ability to teach and learn new skills.Supervisory ResponsibilityNone.RequirementsRequired Education and Experience1. Bachelor's degree or combined equivalent hands-on experience with at least 1-year IT system/application background required.Preferred Education and Experience1. CompTIA A+ strongly preferred2. Microsoft Office experience strongly preferred3. Previous service desk, desktop technician and customer service experience preferred