Evolver is seeking a Help Desk Support Analyst to join our team and work onsite in San Francisco, CA. Responsibilities: Seeking Help Desk Analyst experienced in phone support for IT Division. Assigning ticketing system prioritizing and assisting internal employees with troubleshooting and escalation as needed. Candidate should be able to support related technologies, including use of ticketing systems and follow up on urgent requests. Must be able to work collaboratively with excellent verbal and written communication skills among diverse teams. The position involves meeting service levels for a broad range of technology, and providing capacity management to support business growth. Requirements:
Troubleshoot and resolve systems hardware, software, and connectivity problems.
Knowledge of ticketing systems, i.e. Remedy, JIRA, etc.
Handles issue escalation as needed
Provide direct level Tier 1-2 support of Windows Enterprise applications including IM and Microsoft Products.
Working knowledge of DNS, DFS, and DHCP, preferred
Working knowledge of Active Directory services and its supporting infrastructure including identity management, and permissions
Maintains up-to-date documentation for all Service Desk related processes
Performs work in a customer service oriented manner and maintains a professional approach regarding all matters.
Remains adaptable and flexible in acceptance of changes in techniques and procedures.
Technical Requirements:
Bachelor’s degree in IT or related field preferred
Good oral and written communication skills
Demonstrated ability to document and present same to leadership when requested
Training and Certifications: Required: - Minimum, Four years of relevant experience Desirable certifications include (Not Required) - Microsoft Certified Professional (MCP), - IT Professional (MCITP)
