Jr Service Desk Analyst

Exciting Opportunity to work for a growing company who is building out their internal IT department. We are looking for an individual who enjoys working with and supporting their coworkers. The role will be responsible for the day-to-day delivery of critical IT services and support.

• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Assist in software releases and rollouts according to change management best practices.
• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable internal and external teams, when required.
• Record, track, and document the Service Desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations and servers, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• valuate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Develop knowledge articles and FAQ lists for end users.
• Perform post-resolution follow-ups with Level I Analysts as required.
• Contribute to Service Desk knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

• A degree in Computer Science, Information Technology, System Administration, or a related field or equivalent practical background in necessary
• 3 – 5 years of experience in System Administration
• Knowledge of advanced computer hardware, including Apple, Dell, Lenovo, and others as required
• Experience with desktop and server operating systems, including Windows11, and macOS 10+
• Extensive application support experience with Microsoft Office
• Working knowledge of a range of diagnostic utilities
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.