SERVICE DESK ANALYST

at  PCI Group Inc

Job Position: Service Desk Analyst
Reports to: Lead Infrastructure Engineer
Department: Information Technology
Classification: Non-Exempt (Overtime Eligible)

PCI Group is the leading provider of mission critical communications for businesses where security of customer-centric data is paramount, precision and accuracy are crucial, and compliance is a must. We have embarked on a Digital Transformation effort as it continues its focus on expanding its offerings in the marketplace. PCI Group is a 24x7, fast-paced company experiencing rapid growth and has recently received the distinction of the 50 fastest growing companies in Charlotte and the INC. Fortune 5000.

JOB SUMMARY

The Service Desk Analysts is an IT professional who provides technical help to the users in the organization. The Analyst response to inquiries, and evaluates to resolve issues relating to IT equipment, virtual computers, applications, and user training. The Analyst provides technical care for any aspect of the Information Technology unit, including system hardware, operating systems, applications, and networks. A successful Analyst will be primarily customer service focused as well as technically oriented.

REQUIREMENTS

• Minimum 2 years’ experience in a Help Desk/Service Desk or other IT role
• 2+ years’ professional experience with Microsoft Windows 10
• Must have a proven customer service background, customer service is the most important part of this role
• Extensive knowledge of Microsoft Active Directory, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Adobe, Okta, Zoom, etc.)
• Ability to handle multiple priorities simultaneously with the ability to adapt to the changing needs of the firm while meeting deadlines.
• Excellent verbal and written communication skills
• Familiarity with remote access platforms and troubleshooting of each
• Familiarity with workstation imaging software like, Ghost, SCCM, etc.
• Familiarity with LAN/WAN technologies and cabling
• Knowledgeable of Windows Operating System environment
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Willingness to document work and work on documentation projects
• Strong work ethic and strong self-motivation

SERVICE DESK ANALYST PRIMARY DUTIES

• Acts as initial contact for all internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems
• Duties include answering the phones, recording the call, first level corrective action, problem escalation to second level when necessary, and new user setup
• Proactively supports and maintain effective user relationships by education on system operations/applications
• Provides ad hoc training to staff to use standard PC-based office software tools by providing formal training and coordinating third-party training providers
• Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating as necessary
• Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, other peripheral devices
• Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating as necessary
• Supports use of the Microsoft 365 Platform
• SharePoint / OneDrive standards
• Teams / PBX
• Office Suite Training

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

• Must have a proven customer service background, as well as a team player mindset
• Strong customer interaction skills including ability to interact with executives
• Provides exceptional customer service support in person, on the phone or through chat/email
• Maintain Technology service desk policies and procedures
• Develops Knowledgebase articles for Technology group and end-users
• Manage Technology assets and maintain software / hardware inventory
• Responsible for implementing requirements of IT Security & Compliance protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with the organizations IT Security Policies
• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and peripherals
• Utilizes helpdesk platform (SysAid) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s
• Must be able to comprehend and follow verbal and written technical instructions and scripts; analytical and problem-solving skills
• Follows security policies, as well as the security issues directly affecting the systems and technology for which the position is involved