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IT Service Desk Analyst II
The IT Service Desk Analyst II responds to Service Desk tickets and telephone requests for technical support. Installs and removes software from computer systems, diagnoses and repairs technical issues, documents and tracks all issues in a timely manner. As a single point of contact for IT customers the Service Desk Analyst I will provide first contact resolution whenever possible and will escalate incidents to other IT teams if needed.
ESSENTIAL FUNCTIONS:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
1. Identifies, diagnoses, and resolves Tier One incidents in a call center environment for the National Support Center and supported Dental Offices.
2. Recognizing and escalating more difficult problems to Tier 3 support.
3. Logging all call activity.
4. Provides one-on-one end-user problem resolution via remote desktop tools and by telephone.
5. Diagnoses and resolves end-user local-area network access problems, e-mail, Internet, and network or local printer problems.
6. Diagnoses and resolves minor desktop and laptop hardware issues.
7. Helps coordinate timely support and repair on various IT equipment covered by third-party vendor maintenance agreements.
8. Manages help tickets assigned, ensuring maximum incident resolution in minimum time with the end user needs the main focus.
9. Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions.
10. On-call hours will be required, and compensated as required by law.
11. Other duties as assigned by management.
REQUIRED:
⢠Associate's degree or completion of coursework at a technical school.
⢠One to two years IT experience providing end-user support.
⢠Excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
Have done a combination of desktop support/service desk
DESIRABLE:
⢠MCP (Microsoft Certified Professional) or equivalent. Associate's or Bachelor's Degree or completion of coursework in a technical school.
CERTIFICATES/LICENSES/REGISTRATIONS:
⢠Microsoft Certified preferred, but not required.
