Remote ServiceDesk Analyst

Summary

Join our team as a Service Desk Analyst and provide quality level 2 support to a multi-client environment. You will employ customer service, technical expertise, and timeliness while consulting and contributing to the knowledge base.

Requirements

• Bachelor’s Degree in IT preferred
• 2-5 years in a service desk environment
• Experience supporting VDI technologies such as Azure Virtual Desktop, iGEL, Citrix, VMware, FSLogix
• Remote Printer Support and troubleshooting
• Experience with Windows OS patching and endpoint patching utilizing inTune is desired
• Experience troubleshooting VPN and Remote Desktop Connections is desired
• Experience with Logic Monitor and Azure Monitor is desired
• Strong listening, verbal, and written communication skills
• A strong sense of urgency and the ability to multi-task effectively with attention to details
• Well-developed organizational, communications and time management skills
• Ticket management knowledge, critical urgency important
• A strong business maturity and professionalism is essential
• Ability to troubleshoot, analyze and resolve customer concerns
• High technical aptitude and strong PC literacy skills including function and capabilities
• Ability to work independently as well as part of a team and function well under pressure
• ITIL, HDI Support Center Analyst Certification, Network+, A+ or Security+ and Azure certifications are highly desired
• Active Directory, Azure Active Directory, passwords, User Creation, GPO, etc

Responsibilities

• Handle incoming tickets and provide second level support; document each call verifying customer information and including all troubleshooting steps
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
• Escalate problems to appropriate individual/group
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Contribute to the Knowledge Base
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
• Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
• Monitor and resolve system generated alerts
• Perform Azure and on-premises server and user endpoint patching
• Troubleshoot and resolve backup failures