Service Desk Support Analyst

Required Experience: 

• Desired Skills

  • Knowledge of computer hardware, software, and mobile device components.
  • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
  • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
  • Knowledge of Active Directory, Group Policy, and endpoint security tools.
  • Knowledge of ITIL best practices for incident and asset management.
  • Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
  • Skilled in prioritizing and resolving service tickets efficiently.
  • Skilled in communication and collaboration with users, technical staff, and management.
  • Skilled in analyzing and identifying trends or root causes of recurring technical issues.
  • Ability to identify potential IT security-related situations.
  • Ability to deliver high-quality, customer-focused technical support.
  • Ability to manage multiple priorities and meet deadlines in a dynamic environment.
  • Ability to adapt to evolving technologies and organizational needs.

Minimum Qualifications

• High school diploma/GED with four (4) years’ experience in Technical Support roles

• An Associates degree substitutes for 2 years of experience
• A Bachelor’s degree substitutes for 4 years of experience

 Responsibilities

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Meet real-time service objectives (RSOs)
• Ensure proper documentation and escalation of incidents and requests
• Respond to incidents and service requests within defined RSOs
• Document troubleshooting steps and resolutions
• Escalate issues appropriately
• Maintain knowledge base accuracy
• Follow security and identity verification procedures 
• Provide knowledge transfer

Thank you for your time and I look forward to receiving your reply today.