Service Desk Analyst

Primary Job Duties and Responsibilities (Essential Job Function)

·      Respond to end-users' inquiries regarding technology issues in a Service Desk environment. Includes incident recognition, research, isolation and follow-up steps for first and second tier issues. Use incident management database and IT Remedy systems. Support most end point devices of the client's network. Recommend systems modifications/configurations to reduce user problems.

·      Provide IT-related employee communications to the company or affiliates. Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company. Recommend systems modifications to reduce user problems.

·      Provide documentation and create knowledgebase articles.

·      Consult with other information technology personnel to coordinate activities related to testing and implementing new technology. Be a key participant in user testing, implementing, document creation and communication for information technology department and the end-user.

·      Provide after-hours support and perform any additional responsibilities as requested or assigned.

Qualifications - Internal

·      Knowledge of M365, Teams, SharePoint, OneDrive, Client/server, network, mainframe and applications environment.

·      Demonstrated aptitude in incident recognition and troubleshooting

·      Strong customer verbal and written communication skills.

·      Strong analytical and problem-solving skills.

·      Ability to prioritize and handle multiple tasks and projects concurrently.

·      Availability for on-call responsibilities on a rotating basis.

·      Employees must be able to perform the essential functions of the position, with or without an accommodation.