Service desk Analyst

Description

As the Service Desk Analyst, you will serve as the first point of contact and provide support to end users for desktop application, hardware, printer, telephone, network and virtual environment issues and requests. You will work closely with end users on a day-to-day basis to diagnose, resolve, document all issues and escalate to team members when necessary. During incident resolving process you will work with other experts, such as Network, Security, Systems team members, Vendors, and specialists to solve the incident for the customer. This position requires strong communications, organizational and problem-solving skills to provide support to all internal customers.

Essential Duties and Responsibilities:

• Support, install, configure, and implement laptops, desktops, virtual desktops, and peripherals including scanners and printers.
• Respond to service desk incidents and requests using service desk ticketing system and meet established SLAs.
• Perform onboarding and offboarding tasks to include account creation, computer deployments and asset management.
• Run diagnostics to discover, resolve and escalate issues to other teams with little oversight.
• Imaging of new and repurposed workstations to include both Mac and Windows PC
• Assist with developing, composing, and updating knowledge base articles.
• Participate in a rotating on-call duty for after-hours/weekend support.

Qualifications

All skill levels will be considered. However, the ideal candidate will possess the following:

Education and Experience:

• High school diploma, an associate degree is preferred.
• At least one of the following certifications MTA, MCSA, A , Network , Server or equivalent training/experience.
• Minimum of three (3) years experience as a service desk analyst in a server-client environment.

Job Knowledge, Skills, and Abilities:

• Previous service desk or call center experience.
• Thorough understanding of Windows and Mac operating systems.
• Working knowledge of TCP/IP, DHCP, AD, connectivity, and computer troubleshooting.
• Strong problem-solving abilities and the ability to effectively contribute to a team environment.
• Able to collaborate effectively by phone and email with others within the organization.
• Ability to prioritize and be proactive.
• Organized, detail oriented.

Training Requirements:

• Desire to continuously learn and apply learning to job and company success.
• Willing to attend required training courses or sessions related to the job.

Physical Demands:

• Must be able to lift forty (40) pounds.
• Must be able to perform routine, repetitive office functions.
• Must pass a pre-employment drug test and subject to random drug screening.

Work Environment:

• Regular exposure to dust and noise in the production environment.
• Warehouse environment temperatures may be influenced by outside temperatures.
• Travel 15% to other facilities.

Personal Protective Equipment:

• None

Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.