It Service Desk Analyst

Job Summary:

This role is part of our Managed Services team to serve as a secondary responder within the Service Desk. The individual in this role will be responsible for identifying, administrating, triaging, and resolving a variety of incidents and service requests for multiple clients.  The IT Service Desk Analyst will also be responsible for escalations of client service requests, incidents, and events within the established SLAs. The ideal candidate has experience working on a Tier 2 Service Desk. 

Job Duties:

• Oversees the remote administration, maintenance, triage and deployment of Active Directory, Remote Desktop Services, Windows Server, Microsoft Exchange Server, Microsoft 365, network switches, routers, firewalls, and storage technologies
• Performs secondary escalation for client end user service requests, incidents, ticketing, and monitoring dashboards for timely resolution
• Prioritizes incidents quickly and accurately and initiates proper Incident Management resolution
• Troubleshoots, escalates, and/or resolves client service incidents within defined SLAs
• Maintains desktops, laptops, MS surface, iPad, printers, scanners, and other information technology systems (Local and Remote) as required to ensure efficiency and reliability
• Monitors incoming tickets and provides technical support to users via phone, in person, and by email 
• Upgrades and installs new computers and repairs / reimages existing computers on the customer's domain 
• Assists with IT projects 
• Creates accounts for various applications
• Troubleshoots and diagnoses hardware and software issues
• Participates in disaster recovery testing
• Assists in research of new technology
• Leverages remote support tools to resolve client requests
• Appropriately manages expectations of clients and peers
• Identifies and designs solutions for hardware, software, and network issues
• Travels locally and regularly to client sites as required
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High School Diploma or GED, required
• Bachelor's degree with an accredited college in Information Technology, Computer Science, or related field, preferred

Experience:

• Two (2) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, etc.), required 
• One (1) or more years of experience with troubleshooting through knowledge of research techniques and application configurations, preferred 
• Experience with cloud, web and/or networked computing environments (Office 365, Windows Server, MS Exchange, Active Directory, etc.), preferred
• One (1) or more years of experience with knowledge of PC related software including but not limited to various operating systems, preferred
• Exposure to help desk processes and procedures with experience with Service Desk management tools, preferred

License/Certifications:

• Any IT-related certifications, preferred

Software: 

• Windows 10 or 11, required
• Microsoft Office, required
• Cloud, Azure preferred
• Active Directory Users and Computers, preferred
• IT Service Management (ITSM) Platform, AutoTask, preferred
• Mac OS X, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities

• Exposure to help desk processes and procedures with knowledge of Service Desk management tools
• Ability to plan, organize, and coordinate work assignments for contractors
• Ability to establish and maintain effective working relationships with others
• Able to select and provide appropriate information to others
• Able to establish and maintain effective working relationships with others
• High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
• Strong analytical and problem-solving skills; ability to remain calm under pressure 
• Ability to work independently and within a team environment

Keywords: Service Desk, Help Desk, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Office 365

BDO delivers assurance, tax, digital technology solutions and financial advisory services to clients throughout the country and around the globe. We offer numerous industry-specific practices, world-class resources, and an unparalleled commitment to meeting our clients' needs. We currently serve more than 400 publicly traded domestic and international clients.

• Unparalleled partner-involvement 
• Deep industry knowledge and participation
• Geographic coverage across the U.S.
• Cohesive global network 
• Focused capabilities across disciplines