|
Level 1 Service Desk Analyst
Remote role
8+ month contract
10-7 CST remote shift
Must have
VDI, IAM, Azure Active Directory. O365 applications
Job Description
RESPONSIBILITIES
Technical Troubleshooting & Analysis
- Identity & Access Management: Troubleshoot identity issues beyond simple password resets; manage user accounts in Active Directory and Azure Active Directory, including unlocking accounts, managing security group membership, and resolving Multi-Factor Authentication (MFA) sync failures.
- Network Diagnostics: Perform first-level network troubleshooting in an enterprise environment. Diagnose LAN/WAN connectivity issues by isolating faults between the ISP, local hardware, and VPN client configuration.
- Application & VDI Support: Provide support for standard software/applications and various insurance management systems. specific focus on resolving incidents within O365 applications (Teams, Outlook, OneDrive) and troubleshooting Virtual Desktop Infrastructure (VDI) latency or connection drops.
- Hardware Root Cause Analysis: Provide support for PCs and peripherals such as printers. Perform triage on hardware malfunctions (docking stations, monitors, USB conflicts) to determine if issues can be resolved via driver updates/configuration or require warranty replacement.
Operational Excellence & Documentation
Ticket Lifecycle Management: Utilize the company’s ticket tracking system to document customer contacts, issues, and requests. Ensure all tickets contain detailed troubleshooting steps, error codes, and logic used before resolving or escalating.
- Escalation & Resolution: Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues. Achieve first call resolution whenever possible by utilizing technical skills and the IT knowledgebase.
- Knowledge Sharing: Share knowledge with customers and colleagues by submitting detailed knowledge articles for publication to help reduce recurring incidents.
- Service Level Adherence: Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement (SLA) expectations.
QUALIFICATIONS
- Experience: 1-2 years of relevant experience in an IT support role.
- Certifications: HDI SCA or CSR, Network+ and/or A+ Certification preferred.
- Core Technical Skills:
- Strong understanding of common desktop operating systems, software, and hardware products.
- Proficiency with VDIs and O365 applications.
- Solid understanding of Active Directory and/or Azure Active Directory.
- Network Knowledge: Experience performing basic network troubleshooting in an enterprise environment is required.
- Bonus Skills: Basic understanding of Microsoft Exchange is a plus.
- Top 3 Required Skills - #1
Strong understanding of common desktop operating systems, software, and hardware products
- Top 3 Required Skills - #2
Proficiency with VDIs and O365 applications• Network Knowledge, Experience performing basic network
- Top 3 Required Skills - #3
Solid understanding of Active Directory and/or Azure Active Directory |
