Service Desk Analyst

Hillandale Farms is seeking a talented Service Desk Analyst to join our team and assist our team. This unique position will perform network, systems and user management responsibilities as part of the team in our IT organization. Working in a dynamic and fast-paced environment, the successful candidate will have strong inter-personal and communication skills, exceptional technical acuity, excellent problem solving skills, and strong individual initiative. Must be resourceful and a creative thinker, confident and able to express ideas in an articulate, well thought manner. Ability to multi-task effectively is a must. This position will help our small IT department provide higher level of support for our internal customers.

Essential Job Functions

• Answering and documenting Tier 1 Service Desk calls and issues
• Assist in researching a Service Desk/ITSM product to implement
• Work with IT staff on developing service level agreements for incidents and requests
• Understands the importance of documentation, process, and service to our end users as main objectives
• Work with IT vendors to help support the organization’s needs.
• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
• Knowledge and experience of Microsoft Active Directory (1 to 2 years)
• TCP/IP troubleshooting skills
• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc
• Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved
• Assist with maintaining/improving company standards for workstations and computer peripherals
• Create Knowledgebase articles and utilizes resources such as websites and help desk tools to locate solutions to known problems

Knowledge Requirements: Education, Experience, Certifications, etc

• Associate degree and/or CompTIA Certification
• 1-2 years of experience working in Information Technology field
• Strong understanding of Microsoft operating systems, including Windows 10/11, Office 365
• Understands business needs and technical requirements to effectively communicate solutions to both technical and non-technical audiences
• Excellent Oral and Written skills

Physical Effort: Lifting, dexterity, coordination, mobility, etc.

• Ability to lift 40 pounds, walking, bending, lifting, climbing, and repetitive motion
• Some work on systems in warehouses, coolers, and processing environments

Work Environment: Extended Hours, shift, noise, etc

Job Type: Full-time