Service Desk Analyst

Essential Duties and Responsibilities:

• Be the first and second tier support for the network infrastructure, server environment, environmental monitoring of the computers, and a host of third-party and internal software applications.
• Address all requests for help from the internal customers in corporate location as well as branches across the US.  These requests will come primarily from the internal help ticketing system with others by phone or from walkups.
• Participate in the rollout and training of new technology solutions to home office and branch users.
• Evaluate new technologies within the scope of the team to determine benefit and value in the environment.
• Coordinate multiple-projects at once while adhering to all deadlines.
• Communicate effectively with all levels of management and staff.
• Promote cross-team relationships with other IT support team members to facilitate fast response.
• Create and maintain knowledge articles/procedures as required.
• Promote and provide a great customer experience.
• Performs other duties as assigned by manager.
• Provide after-hours support as needed.

Competencies:

To perform the job successfully, an individual should demonstrate the following.

• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Strives to continuously build knowledge and skills.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
• Use of Technology - Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

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:

• Familiarity with imaging technologies.
• Knowledge of and troubleshooting ability in all Windows operating systems.
• Knowledge of and troubleshooting ability in printers, MFP’s and other IT peripherals.
• Knowledge of Office 365, and other relevant applications.

Education and/or Experience:

• 5+ years professional IT support experience.
• Associate or Bachelor's Degree in a related field.
• A+ and Network+ certifications is preferred.
• Experience with imaging solutions like MDT preferred. 
• Familiarity with the ServiceNow ITSM platform. 

Physical Demands:

• Must be able to constantly remain in a stationary position.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Occasionally may require light lifting up to 25 pounds.

Work Environment:

• Office environment.
• Occasional travel may be required.

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.