Job Details
Level
Entry
Job Location
Trumbull - Trumbull, CT
Remote Type
N/A
Position Type
Full Time
Education Level
High School
Salary Range
Undisclosed
Travel Percentage
Negligible
Job Shift
Day
Job Category
Information Technology
Description
GENERAL SUMMARY:
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include: Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
•IT Support relating to technical issues involving Microsoft's core business applications and operating systems - Physical, Virtual and Cloud.
•Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
•Service Ticketing system/application data entry and queue management
•Support of backup and disaster recovery solutions
•Basic remote access solution implementation and support: VPN, VDI, Remote Desktop Services, and Citrix
•Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
•Knowledge Base - System documentation maintenance and review
•Written and Verbal communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
•Improve customer service, perception, and satisfaction
•Fast turnaround of customer requests
•Ability to work in a team and communicate effectively
•Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
•Escalate service requests that require engineer level support
•Responsible for entering time and expenses in company systems as it occurs
•Understand processes in company systems by completing assigned training materials
•Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
•Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
•Diagnosis skills of technical issues
•Ability to multi-task and adapt to changes quickly
•Technical awareness: ability to match resources to technical issues appropriately
•Service awareness of all organization's key IT services for which support is being provided