8 Service Desk Analyst Jobs in Annapolis, MD
HASI is Hiring a Service Desk Analyst Near Annapolis, MD
Position Summary
The Service Desk Analyst serves as the initial point of contact for IT and customer support for our team and ensures proper operation of workstations and other endpoints, enabling end users to focus on business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, as well as tier 1-2 functions. Problem resolution may involve logistical support, the use of diagnostic and tracking tools, as well as require that the individual supports end-user computing, special events, and meetings. The cornerstone of the Service Desk Analyst role is to provide end users with a superior trustworthy support experience that includes individualized service, one-on-one support, hands-on training, clear communication, and regular follow up.
Responsibilities
Onsite appearance, providing prompt and responsive in-person and remote end-user IT support with an emphasis on providing excellent customer and user experience
Respond to IT support requests submitted by email, trouble ticket, phone, or in-person
Escalation and hand-off of requests when appropriate
Provide personal, attentive service to end users, regardless of the simplicity or complexity of the request
Identification and triage, including business impact, security events, and outages
Consistently follow up on outstanding requests and ensure timely, documented resolution, as well as, that all needs are met and issues are resolved
Support Windows 10 and Windows 11 desktop environments
Manage SaaS applications and related user accounts and access privileges
Configure workstations, desktop peripherals, and other user-facing technology
Perform on-boarding/off-boarding processes and functions to include equipment sourcing and assignment and new hire training/orientations
Support technology throughout the office, including collaboration tools, audio, and video equipment, and conference room technology
Support mobile computing including, phones, tablets, laptops, VPN, and Wi-Fi
Manage and monitor internal assets to ensure equipment is stocked, functional, and inventory is maintained
Support email, file server, printing, and other day-to-day operational needs of users
Provide computer and software training and prepare training materials as needed
Configure and deploy software installation and update packages
Diagnose, research, repair, resolve, and document hardware and software issues
Troubleshoot computer networking issues
Perform PC upgrades, including asset management, OS installation, profile migration, and data security
Perform maintenance, engage in incident response, and provide support with minimal notice and/or outside of traditional business hours on occasion when needed to support team operations
Other duties and projects may be added and/or assigned as needed
Qualifications
2 years’ experience configuring and servicing computer hardware
2 years’ experience configuring and managing Windows operating systems
2 years’ supporting professional environments
Exceptional, demonstratable customer service orientation
Experience supporting VIPs or providing customer support in other high-stakes, high-expectation environments
Experience working with a ticketing system
Working knowledge of modern operating systems
CompTIA A or Network , or other comparable certification preferred
Working knowledge of Microsoft 365 product configuration, including Outlook, Word, and Excel
Experience working with remote support tools
Experience using configuration or mobile device management tools preferred
Excellent interpersonal (verbal and written) communication skills are required to support working in project environments that includes internal, external, and customer teams
Highly motivated and self-directed
Ability to manage multiple priorities and to quickly assess and adjust to changing priorities
Ability to quickly identify and resolve technical problems or escalate without delay
Job Summary
Full Time
$53k-65k (estimate)
06/26/2024
07/24/2024
The job skills required for Service Desk Analyst include Customer Service, IT Support, Service Desk, Operating System, Installation, Computer Hardware, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Analyst positions, which can be used as a reference in future career path planning. As a Service Desk Analyst, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Analyst. You can explore the career advancement for a Service Desk Analyst below and select your interested title to get hiring information.
If you are interested in becoming a Service Desk Analyst, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Desk Analyst for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Desk Analyst job description and responsibilities
Service desk analysts must perform multiple functions effectively and simultaneously.
03/07/2022: Long Beach, CA
Service desk analysts must also maintain support tracking systems.
03/25/2022: Florence, SC
Service desk analysts provide technical support to customers and employees.
03/04/2022: Austin, TX
Service desk tools are software that enable the service desk analysts to operate more efficiently and effectively.
04/10/2022: Burlington, VT
A service desk analyst spends the majority of the day performing remote support.
04/11/2022: Scranton, PA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Desk Analyst jobs
Service desk analysts often use Microsoft Office applications such as Word and Excel, but they can also benefit from specific service desk software like Zen desk, HEAT, Fresh Service or Track IT.
02/25/2022: Battle Creek, MI
Customer service skills are the backbone of a successful business.
02/12/2022: Alamogordo, NM
Step 3: View the best colleges and universities for Service Desk Analyst.
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