Job Summary:
The Service Desk Analyst’s role is to ensure proper equipment and software operation such that end users can accomplish their daily business tasks.
Job Description:

Responsibilities

• Field incoming help requests from end users via telephone, online support and e-mail interactions in a courteous and professional manner.
• Clearly document all pertinent end user identification information, problem details, troubleshooting steps and final resolution.
• Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
• Escalate problems (when required) to the appropriately experienced analyst.
• Apply appropriate diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
• Identify and learn appropriate software and hardware items used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests whenever appropriate.
• Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.
• Work in the office and provide in person support and manage asset inventory.
• Develop help sheets and other proactive documentation for end-users.

Requirements:

• 3 to 5 years of previous experience in a similar role.
• Knowledge of basic computer hardware and software; PC and MacOS.
• Previous experience providing first-level systems support in a corporate environment.
• Experience with desktop and server operating systems, including but not limited to Microsoft Windows 10, Server 2016, 2019, Android, iOS, iPad OS and MacOS.
• Working knowledge of Office 365, Teams, and Active Directory
• Superior Troubleshooting and problem-solving skills.
• Superior command of written English with a demonstrated ability to produce quality documentation.
• Ability to operate power tools, to handle other computer components and lift up to 20 pounds.
• Excellent communication & interpersonal skills.
• Keen attention to detail.
• Ability to conduct research into a wide range of computing/technical issues as required.
• Ability to present ideas in user-friendly “low-tech” language.

• Bachelor’s degree or diploma in Information Technology, Computer Science or equivalent.

  Assets:

• Prior experience with a ticket tracking solution.

• CompTIA A+ and ITIL Foundation certification preferred.

Worker Type:
Regular
Number of Openings Available:

• Field incoming help requests from end users via telephone, online support and e-mail interactions in a courteous and professional manner.
• Clearly document all pertinent end user identification information, problem details, troubleshooting steps and final resolution.
• Prioritize incoming trouble tickets and schedule investigation and resolution accordingly.
• Escalate problems (when required) to the appropriately experienced analyst.
• Apply appropriate diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
• Identify and learn appropriate software and hardware items used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests whenever appropriate.
• Evaluate documented resolutions and analyze trends for ways to prevent future problem occurrences.
• Work in the office and provide in person support and manage asset inventory.
• Develop help sheets and other proactive documentation for end-users