Remote IT Service Desk Analyst

Summary

The job description is for a Service Desk Analyst role at Lloyd, an IT consulting firm. The role involves providing day-to-day support to clients, participating in the queue and on-call process, and following incident management processes. The ideal candidate should have 2-5 years of experience in desk side support, junior systems administration, and/or junior network administration, be a good communicator, and exhibit Lloyd's core values.

Requirements

• 2-5 years of experience in desk side support, junior systems administration, and/or junior network administration
• Experience using ConnectWise or a similar ticketing system preferred
• Bachelor’s degree or equivalent training, preferably in Computer Science, CIS, MIS, or IT

Responsibilities

• Provide day-to-day support for clients
• Participate in the Lloyd Service Desk queue by answering calls within designated windows and providing support as needed
• Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs
• Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation
• Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization
• Help with implementation of new network components as part of project assignments (network and workstation)
• Be accountable for following incident management process for all emergency related issues
• Perform proactive network health evaluations
• Incident Logging & Documentation
• Ensure Lloyd has updated network documentation needed to provide best-in-class support

Preferred Qualifications

• Effective communicator and people person
• Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information
• Follows established policies and procedures
• Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions

Benefits

• 401(k) with employer matching and medical/dental/vision plans
• Responsible Time Off Policy, where employees take the amount of time off they need when they need it
• Flexible work environment (remote/hybrid)
• Partial or full reimbursement on remote office equipment, cell phone plans, certifications, and education