IT Service Desk Analyst

Job Description

General Summary

We are currently seeking an experienced IT professional to handle desktop support incidents and service requests submitted by users across our organization. As a Service Desk Analyst, you will be responsible for installing and troubleshooting all hardware, software, and network related equipment. Though some work may be done remotely, there is a heavy emphasis on deskside and onsite support as issues assigned are escalated from our Level 1 call center.

Essential Job Functions/Responsibilities:

Customer Satisfaction: Maintain high level of customer service by receiving and handling all tangible issues in a courteous professional manner.

Incident and Service Management: Handle assigned Service Desk incidents or service requests. Escalate and collaborate with our other internal IT groups such as Network, Infrastructure, and Applications accordingly.

Asset Management: Maintain inventory of computer equipment during the process flow of new hire, transfer or termination requests.

Knowledge Management: Actively participate in the development and documentation of the technical and public Knowledgebase and Training.

Qualifications:

Bachelor’s degree in computer science or information systems.

3-5 years minimum experience in a related IT position (Service Desk/Deskside Support, Systems Administrator, etc.)

Travel to other offices in the tri-state area in Brooklyn/Queens/Manhattan/Jersey City may also be required.

Skills:

Excellent customer service skills and ability to maintain a high level of customer satisfaction

Outstanding verbal and written communication skills

Strong knowledge of Windows operating system

Strong knowledge in Microsoft Office 365 applications

Strong knowledge in mobile platforms (Android and Apple iOS)

Knowledge of network hardware and concepts (switches, routers, TCP/IP, DNS, WAN, LAN, SMTP, SMB, VOIP)

Experience with Azure, Active Directory, Exchange, and Teams

Experience using any kind of incident management systems (ServiceNow (preferred), BMC Footprints/Remedyforce, HEAT)

Experience with Citrix Workspace and supporting thin clients in a Citrix environment

Familiarization with PC imaging and deployment processes (Image, Inventory, Deploy, User Orientation)

Experience working in a corporate environment including supporting C-level executives

Experience managing or taking team lead on IT related projects

Maintain a clean, neat, and organized environment in our offices

Must be self-motivated and reliable

Full-time