Senior Service Desk Analyst (hybrid position)

at  Parasol Alliance

* GET A $200 SIGN ON BONUS FOR JOINING OUR AWESOME TEAM! *

Position Mission
The Senior Service Desk Analysts will expand upon the existing mission of the Service Desk Analysts by
supporting a greater number of systems. The Senior Service Desk Analyst will provide exemplary service,
follow all practices and procedures, and be an escalation point for Service Desk technicians.

Responsibilities:

• Responsible for tickets associated with client Office365 environments
• Responsible for management, support and maintenance of client file share drives, including on

premise and Cloud Based

• Responsible for management of mobile device systems including configuration, set up, ongoing

changes and any other needs

• Serve as a resource for service desk team members as questions or issues arise
• Service Desk support for client tickets
• Onsite support of hardware and software.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Detailed documentation within service tickets on issue steps and resolution.
• Excellent customer service on the phone, via email and in person.
• Ability to follow company process and procedures.

QUALIFICATIONS:

• At least three years of level one support in an enterprise environment is required.
• Beginner to intermediate server and exchange management experience
• Beginner to intermediate O365 experience
• Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite,
  Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic

network and systems administration and desktop hardware support.

• Excellent communication and customer service skills are required.
• The position is largely self-motivated and self-structured. The right candidate will be driven to

be challenged and to succeed.

• Local travel required.

• Responsible for tickets associated with client Office365 environments
• Responsible for management, support and maintenance of client file share drives, including o