Service Desk Analyst 1

The Service desk Analyst 1 is the first point of contact for our customers who contact our IT Service Desk. While providing the highest level of customer service, the Service desk Analyst responds to incoming Service Desk tickets, documents all information in the ticketing system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in accordance with all service level agreements. The Service desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems, account creation, password resets, and provide basic desktop support.

1. Manages the Service Desk tickets / Asset Management system ensuring inventory is up to date and current on a routine basis

• Responds to rotating after-hours emergency calls
• Become familiar with each client and their respective applications.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• May act as system administrator for some in-house applications like Mitel, AD, and other related applications
• Processes Level Investigates new technologies for the streamlining of IT / Business Operations
• Provides, communication and follow up for all open Service Desk tickets
• Provides on-going communication to manager and end users on open tickets
• Troubleshoots diagnoses and resolves desktop, printer, phone and application related problems
• Provides phone-based, user-facing and / or remote technical support
• Complies with all CTS and IT Departmental policies
• Documents administrative procedures and configurations. Prepare system documentation and other technical documents to accurately reflect existing environment
• Works independently or as a member of a team on complex tasks

16. Installs and configures computer software on workstations

17. Investigates, resolves, and explains system issues to both technical and non-technical people

18. Utilizes Helpdesk ticket tracking software (SolarWinds) to manage service incidents, service requests, vendor information, asset management and projects

19. Works with third party vendors to coordinate system updates, ensures opened tickets with vendors are resolved within a timely fashion

20. Performs required reports as assigned

21. Stays abreast of current industry trends in Information Technology

22. All other duties as assigned

• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

Non-Essential Duties and Responsibilities: No non-essential duties and responsibilities have been assigned.

Qualifications 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.

Education and/or Experience

Bachelor's degree (B.S.) in Computer Science, Information Management from a four-year college or university and 2-4 years related experience.

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering.

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Trumbull, CT 06611