Senior Service Desk Analyst

Summary

Join Upstream Rehabilitation as a Senior Service Desk Analyst! Provide technical problem resolution to internal customers, evaluating and fixing issues or escalating complex problems. You will also assist in other IT operations. This role supports Upstream Rehabilitation's mission, vision, and values. Responsibilities include troubleshooting hardware and software, training users, maintaining systems, and managing IT inventory. The position requires an Associate's Degree in a related field and 1-3 years of experience in a service desk role.

Requirements

• Associate’s Degree (Information Systems or related field)
• 1-3 years in Service Desk role or equivalent
• Windows 7, Windows 10, Microsoft Office (2013, 2016,2019), VPN
• Ability to evaluate critical systems, prioritize work, and determine solutions
• Strong decision and problem-solving skills, interpersonal and communication skills, both verbally and in writing, with the ability to interface successfully with various individuals internally and externally
• The ability to handle multiple tasks simultaneously and see them through to their completion
• Excellent organizational skills and prioritization skills to work efficiently to meet deadlines
• The ability to handle sensitive, confidential matters and information adequately
• Microsoft Office, Microsoft Windows (8, 10), Active Directory
• Experience in PC/Printer/Mobile device troubleshooting/repair
• Experience in Broadband Internet– Cable/DSL/Fiber
• Previous Corporate Help Desk Experience and PC trouble shooting

Responsibilities

• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware
• Monitor and respond quickly and effectively to requests received through the IT Service desk portal or escalated tickets from service desk analyst (tier 1)
• Ask questions to determine nature of problem
• Train computer users with new hardware or software
• Maintain daily performance of computer systems
• Walk customer through problem-solving process
• Install, modify, and repair computer hardware and software
• Run diagnostic programs to resolve problems
• Troubleshoot and resolve technical problems with wireless and other network equipment
• Document internal procedures
• Install computer peripherals for users
• Maintain inventory of all equipment, software and software licenses
• Follow up with users to ensure issue has been resolved and gain feedback from users about computer usage
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users proper groups in Active Directory
• Other duties as assigned

Benefits

• Annual paid Charity Day to give back to a cause meaningful to you
• Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance
• 3-week Paid Time Off plus paid holidays
• 401K + company match