Service Desk Analyst

Service Desk Analyst
Skills and Qualifications:
3+ years' work experience (minimum) … 5+ years preferred:
HDICSR certification (or similar)preferred

• Strong customer service skills
• Prior experience with Service Desk support is a MUST
• Prior experience working as a desk side support analyst is a plus
• A+ Certification is a plus
• Proficient in understanding of network, wireless support
• Knowledge of best practice security standards and techniques is a plus
• Microsoft Windows certification is a plus
• ITIL experience/certification is a plus
• Must have clean criminal record with the ability to pass finger-print background check
• Must be authorized to work in the Unites State

Personal Attributes:

• Creativity and strong attention to detail
• Ability to work effectively on tight deadlines, as necessary
• Excellent command of English language
• Oral and written communication skills
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Ability to work under pressure and stay calm/focused when working with irate customers or users
• Positive, productive team player
• Desire to learn new skills and improve

Education/Training:

• Minimum of Associate degree preferred
• 3+ years' experience in Service Desk support. Equivalent combination of education and experience will be considered.

The Service Desk Analyst would need to work in 1 of 3 shifts M, T, W, TH, F (between the hours of 7am – 5pm), except on district holidays.
Skill Matrix:TypeCategoryQualificationDescriptionCompetencyRequiredSkillsLanguagesA+Proficient (4-6 Years)NoSkillsOthersCustomer ServiceAdvanced (7-9 Years)NoSkillsOthersHDICSR certification (or similar)preferredProficient (4-6 Years)NoSkillsOthersKnowledge of best practice security standards and techniques is a plusProficient (4-6 Years)NoSkillsOthersService Desk Analyst3+ years' work experience (minimum) … 5+ years preferred:Advanced (7-9 Years)YesSkillsOthersunderstanding of network, wireless supportProficient (4-6 Years)NoSkillsOthersCommunication skills both verbal and writtenAdvanced (7-9 Years)No