Service Desk Analyst

Duration

6

Duration Unit

Month(s)- Contract to hire

Req Description

Description

The Service Desk Analysts role within our IT Infrastructure Consulting group provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a Service Desk Analyst, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that develop your I.T career. You will use your strong analytical skills to develop quality solutions to meet client requirement.
The Service Desk Analyst consultant provides remote technical support to our external managed serve clients. This position requires a strong technical skillset, great customer service skills, and the desire to learn. These skills will be used in a fast-paced, fun, team oriented environment.
Job Duties and Responsibilities:
- Provide phone and email technical support to end-users to resolve any hardware or software issues
- Support and troubleshoot workstations, server and network related issues
- Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers
- Monitor and troubleshoot client backups
- Escalate customer issues through the proper channels
- Manage cases according to defined severities and case priorities
- Maintain client security levels and confidentiality of information
- Clearly document support issues and all steps performed in ticketing system
- Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server, or network infrastructure that indicate failing hardware or software corruption
- Update cases and communicate with clients daily or as required until issue is closed
Knowledge, Skills and Abilities:
- Highly customer focused with ability to provide consistently excellent customer service and professionalism
- Excellent written and verbal communication skills
- Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
- Must be able to manage individual workload
- Must be a strong team player
- Must possess strong sense of ownership with client relationships

Enterprise Req Skills

Active Directory, Tickets, Microsoft, Office, Customer support, break fix, software support, Printer

Job Title

Service Desk Analyst

Top Skills Details

1. 2+ years experience providing remote IT support via Bomgar, email, and phone.
2. 2+ years of Microsoft Office 2016/O365 support experience
3. 2+ years of experience supporting Windows OS (7 & 10), hardware, software, printers, mobile devices.
\*college degree strongly preferred\*

Worksite Address

Boston,Massachusetts,United States,02129

Additional Information

Open to Per Scholas candidates.

Drug Test Required

false

Experience Level

Intermediate Level

External Communities Job Description

Excellent long-term opportunity for a helpdesk technician with 2+ years of experience to join a company with a focus on professional and technical growth.

EVP

wants to keep this person long term and have them grow with the company technically and professionally, they offer tuition reimbursement and encourage their employees to expand their education. They have a sense of family and home in the teams and the employee support for one another.
Additionally, starting in a L1/L2 role services as a stepping stone to other exciting roles within technology consulting group. Some people move up to a L3 role whereas others will go into a field support role, then a technical account manager/advisory role.

Work Environment

Standard hours- 8:00-5:00/5:30

Additional Skills Tags

Additional Skills & Qualifications

2 years of experience working on a technical helpdesk or equivalent network administration role.
Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
Bachelor\'s degree (BA/BS) from an accredited 4-year school is a plus
Experience with Office 365 Administration and associated workloads including Email and SharePoint
Fundamental understanding of TCP/IP Networking
Experience with firewalls, such as Cisco, SonicWALL and Meraki
Experience with VMWare ESX hosts and vSphere Client for administration
Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.
Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN
Experience with Apple Hardware and MAC OS X
Experience with enterprise mobile devices

Business Qualification

Impact to the Internal/External Customer

Without additional support, resolution time will be unsatisfactory for the end user. The external client will have longer downtime and the internal customer  will not maintain a good reputation at their client.

Interview Information

1 round, video

Business Challenge

The MSP practice continues to grow and acquire new clients, therefore additional support is a necessity.