The Service Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Responsible for the maintenance, configuration, and reliable operation of computer systems and projects when needed.

Install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs of Kisco Senior Living. Actively resolve problems and issues with computer and server systems to limit work disruptions and monitor all incoming calls, Service Desk Tickets, and all Tier 1 related issues with timely resolutions.

Standards of Excellence:

• Role model Kisco Principles, Values and Beliefs (PVBs) inside and outside of the community.
• Utilize PVBs in all actions, decisions, and interactions with others.
• Develop and maintain effective relationships and two-way communication with all HO Associates within the HR department and cross-departmentally.
• Approach all encounters with associates in a friendly, professional and customer-service oriented manner.

Essential Job Functions

Under the general guidance of their manager, this position will be responsible for the following:

Serve as the first point of contact for employee computer-related problems.

Assist with implementation and supporting 1st level reported issues with SharePoint online.

Plan and work with Level 2 and 3 Engineers to implement EPM and Intune solutions.

Design and implement autopilot with Level 2 and 3 Engineers.

Perform installations, adds, moves, and changes for PCs, monitors, printers, and related peripherals.

Setup, install, patch, and deploy Window-based computers.

Help troubleshoot computers, VoIP telephone systems, and wireless network.

Password resets/account lockout

Ensure backups are properly performed as required.

Perform archive restores.

Work with our IT team to implement new software and hardware technologies.

Track and maintain equipment and devices inventory.

Other duties may be assigned accordingly depending on issues changing throughout the day.

Create procedures and documentation to align with ITIL and ITSM best practices.

Responsible for the maintenance, configuration, and reliable operation of computer systems, servers, and virtualization.

Rotating On-Call between Service Desk Team members.

Install and upgrade computer components and software and integrate automation processes.

Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.

Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.

Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

Support and troubleshoot tier 1 server and networking related issues.

Qualifications

2 - 4 years college or university program certificate with a minimum of two years related experience in a computer, technical or Service Desk environment preferred; or equivalent combination of education and experience.

Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems, and all Microsoft Office products necessary.

Superb customer service skills including the ability to develop and sustain effective working relationships across the organization.

Excellent written and verbal communication.

Experience establishing and managing multiple priorities within established time frames.

Ability to initiate, coordinate and organize projects and tasks through to completion.