Service Desk Analyst, I

• Provide timely and accurate tier-one technical support through incoming call and email queues
• Monitor tickets generated by Network Management Systems for critical network problems
• Troubleshoot issues, diagnose problems, and escalate to the appropriate provider
• Monitor and enforce system security and identity verification guidelines
• Create user accounts and access rights for clients when applicable
• Provide exceptional customer service and educate clients on system operations and applications
• Use the Knowledge Base to research, resolve, and respond to incidents and requests via phone and email
• Provide troubleshooting and creative solutions for basic and moderately complex user problems
• Manage the incident process by following up with support personnel and affected users
• Support User Account Management projects and tasks as needed
• Provide onsite support at customer locations as required
• Maintain knowledge of ITIL incident-management best practices
• Participate in onboarding and training new employees
• Write technical documentation for the Service Desk knowledge base
• Participate in team projects improving Service Desk quality or efficiency
• Incorporate feedback from management, the Quality Assurance Program, and monthly KPI metrics
• Communicate problem trends and unresolved problems to Service Desk staff and management
• Escalate using clients’ on-call processes when necessary
• Monitor corporate email for maintenance, outage scheduling, process changes, and other updates
• Work at least three holidays per year to provide customer contact-queue coverage

• College degree, technical school, or equivalent experience preferred
• Excellent oral, organizational, and written communication skills
• Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role
• Minimum 1-3 years’ experience in Google Workspace troubleshooting and administration tasks
• Minimum 1-3 years’ experience supporting Apple MacOS
• Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts
• Good analytical and problem-solving skills
• Ability to work effectively with others to achieve team goals
• CompTIA A+, Network, Microsoft Certifications and other industry standard certifications preferred
• Experience setting up email accounts, VPN and Citrix experience preferred
• Knowledge of AD, Microsoft Office 365 and Microsoft Servers, and iOS as it pertains to iPhone, MacBook, and iPad
• Ability to work shifts of 8 hours per day, 5 days a week
• Ability to work in a 24/7 Service Desk environment, with shifts that may change over time
• Ability to provide Saturday or Sunday coverage on an ongoing basis
• Must use a personal mobile phone with a US-compatible phone for MFA access to Netrix systems
• May be required to undergo a biometric background check based on customer requirements

• Competitive compensation package
• Comprehensive group benefits to meet the needs of you and your family
• Flexibility
• Time off when you need it
• Casual work environment
• Remote/home office work option
• Some travel required
• Reasonable accommodations for persons with disabilities