Service Desk Support Analyst

Amtex Systems Inc is an information technology and talent solutions company offering talent and BI consulting to the companies in US for over 25 years.

Our solutions are designed to fill resource gaps, by providing the right candidates who deliver value to the organization. Our propensity to nurture and build strong relationships with our clients helps us better understand their business demands and gives us the ability to provide services that are on time and rise above the rest.

Service Desk Support Analyst

Location: Columbus, OH

Duration: 6 Months Plus

Description:

The Service Desk Support Analyst is responsible for efficient, accurate and friendly delivery of support. This position interacts with other IT groups, corporate departments, and store operations. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members. This position requires excellent communication skills, an ability to work patiently with others, and a positive attitude.

As a Support Analyst, you will:

• Provide exceptional support services to the end user community for both critical and non-critical issues via telephone, email, or in person support scenarios
• Perform basic installation, configuration, and troubleshooting of hardware, software and configuration issues and ensure documented procedures are adequately updated where necessary
• Review and prioritize tickets to ensure that the most critical issues are being addressed
• Document and track all issues in our ticketing system to ensure quality service
• Work with third party vendors to coordinate, implement and validate required services
• Assist with the procurement of equipment and other IT supplies
• Foster a positive learning environment to help team members succeed and promote an engaged working environment
• Follow, document, and maintain existing documentation for both business processes and standard operating procedures, and continually work to improve our service processes
• Work with cell phone vendors to handle basic cell service requests
• Be flexible to shifting priorities based on business goals and objectives
• Facilitate onboarding tasks, configure equipment, and assist new team members with their IT needs during the onboarding process
• Research, explore, and collaborate on emerging issues, problems, and trends
• Properly escalate issues with peers and management when necessary to ensure clear communication within the organization

The ideal candidate will meet the following required qualifications and skills:

• Exceptional interpersonal skills, with a focus on customer service and experience
• Highly organized, independent worker
• Basic knowledge of IT technologies including one or more of the following: Windows 10/11, Active Directory, Entra AD, M365, Mac OS, Apple iOS, TCP/IP, DNS, DHCP
• Proven success troubleshooting and resolving issues
• Solid written and oral communication skills
• Ability to effectively prioritize and execute tasks
• Experience working in a team-oriented, collaborative environment
• Embraces change and process management
• Must be able to work flexible hours, including on-call rotations, holidays, weekends, and occasionally extended hours

Preferred Qualifications:

• Previous experience working with terminal-based applications
• Experience with ServiceNow.
• Knowledge of VOIP and general phone systems.
• ITIL familiarity a plus
• Bachelor's degree in Computer Science, Business or equivalent experience.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.