Service Desk Analyst

Helpdesk Support
Provide end-user support – responding to chats as well as tickets entered into the IT Help Desk System.
Open, resolve and close tickets in the IT Help Desk System.
Escalate issues to other IT groups as appropriate.
Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:
Desktop O/S – Windows / MacOS
Microsoft Office (Outlook, Word, Excel, PowerPoint)
Messaging support
Mobile Device support
Software specific to
Workstation virus protection
Remote Desktop
Spyware removal utilities
Remote access support (VPN, VPN for RDP and RDS).
Active Directory user and device administration.
Workday connectivity and navigation, and name change support.
Teleconference support, Teams and Zoom.
Provide quotes to obtain approval for computer equipment purchases.
Desktop, laptop and printer hardware support.
New workstation configurations and setup.
Peripheral Support including the following:
Local and network printers
Mobile device configuration & support
Limited server and network/router troubleshooting/support.
Required Skills:
Excellent troubleshooting and analytical skills
Excellent communication (phone and in person) skills to effectively support end-users.
Must have a ‘can do’ positive attitude.
Must be able to fluently communicate in English (both verbal and written communication)
Proficient with Windows desktop/laptop operating systems.
Proficient with configurations and setup of PC’s, printers and Mobile devices.
Working knowledge of Windows network operating system and Active Directory and Azure/Entra.
Knowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).
Experience with Help Desk software.
Ability to work independently.
Education:
High School Diploma required
College Diploma (or equivalent experience)
Continuing education in technology-related courses a plus

Work arrangement
No