Service Desk Analyst

Our client, one of North America’s leading distributors ofprocess materials with 40 locations nationwide seeks a full time direct hireService Desk Analyst.This position ison-site Mon. – Thur and Remote Fridays.

This position is responsible for providing end user support for30+ locations across the US. This includes interfacing with end users at alllevels as well as other IT team members. The Service Desk Analyst is the initial pointof contact and is responsible for gathering and analyzing information regardingthe user’s request or issue, troubleshooting, resolving or escalating as neededand handling the ticket through resolution.

Responsibilities

• Provide support & training to end users viaemail, phone and remote support tools.
• Monitor, log and update Service Desk tickets,ensuring accuracy and timeliness of the ticket data. Keep end users updated asto the status of their tickets, issues and requests.
• Provide after-hours on-call support for criticalsystems.
• Identify any higher level issues and escalate asappropriate within the Information Technology team. 

Qualifications & Skills

• Strong analytical problem solving andtroubleshooting abilities
• Excellent interpersonal and teamwork skills;able to work both independently and within a team-oriented environment.
• Ability to concisely document processes,procedures, issues, resolutions; strong writing skills required.
• Excellent interpersonal and communicationskills; able to adapt instructions and guidance to the skill level of the enduser.
• Self-motivated, forward thinking. Able tomultitask in a fast-paced environment; handle multiple issues/requestssimultaneously; able to quickly re-adjust priorities on demand.
• Two to four years experience with:

• Windows 11 setup & configuration,maintenance, software installation and trouble shooting.
• Microsoft Office products, Microsoft 365.
• PC hardware support and troubleshooting (Lenovolaptops & desktops a plus).
• Basic knowledge of network connectivity andtroubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing &switching, VPN.
• Familiarity with Microsoft Active Directory(user & computer accounts, OU’s, Group Policy) and EntraID.
• Printer support (both USB and network) –hardware, drivers, installation, print queue management, troubleshooting.
• Using remote support tools such as Bomgar, TeamViewer,etc

• Experience in the follow is a plus

• Microsoft Project, Microsoft Visio, Autocad andAdobe a plus.
• Hosted VoIP (RingCentral)
• Patch management/configuration tools(ManageEngine Endpoint Central a plus)
• Email filtering (Proofpoint a plus)

• Available to travel up to 10% on occasions