Desktop Support Analyst

KEY RESPONSIBILITIES

• Troubleshoot and resolve user issues related to computers, IP-based phones, printers, and other office equipment.
• Install and configure new computers, IP-based phones, printers, and other office equipment to ensure consistent performance.
• Monitor the Ticketing System, responding to tickets promptly to meet service-level objectives.
• Serve as an escalation point for complex issues that Service Desk Specialist-I team members encounter.
• Maintain detailed logs of work completed and actions taken to ensure ticket resolutions are documented thoroughly.
• Aid in deploying and configuring network equipment, including firewalls, modems, and switches, to support secure, efficient connectivity.
• Create and configure new hire accounts, ensuring appropriate access levels for seamless onboarding.
• Troubleshoot advanced technical issues, providing higher-level solutions that prevent recurring problems.
• Assist in inventory management, keeping IT supplies and equipment organized for quick access and replenishment.
• All other duties assigned

REQUIREMENTS

• A four-year college degree or equivalent industry training and certifications
• A minimum of three (3) years Systems Engineering experience.
• Experience managing Office 365, SQL server, and other MSFT servers
• Expertise in Microsoft Office Suite.
• Flexible availability, including after-hours or weekend work as needed
• Proficiency with Windows Powershell
• Experience working with Service Management tools. SysAid and JIRA preferred.
• Excellent analytical, problem-solving, and critical thinking.
• Time management, prioritization and organization with the ability to prioritize activities and drive multiple tasks at once
• Networking and cultivating productive working relationships
• Working with all levels within an organization including senior executives, managers, front lines, corporate and technical staff
• Demonstrated client relationship skills with a strong commitment to satisfying customers
• Strong writing skills, as well as the ability to articulate security-related concepts to a broad range of technical and non-technical staff.
• Be a proficient problem-solver that is able to work autonomously.
• Strong written and verbal communication skills with the ability to effectively relate security-related concepts to a broad range of technical and non-technical staff.