Service Desk Analyst I

Position Summary and Responsibilities: Shift: 8:00am-5:00pm The primary duty of this position is to provide assistance to personnel in resolving data processing issues and problems. This position monitors systems and alerts the appropriate parties in the event of a problem; receives trouble reports from first line support personnel in the field and records the reports, contacts the appropriate personnel on such reports, and manages the open incidents until resolution; executes system backup functions; and performs routine system maintenance duties. Record and manage open incident entries in the I.T. Incident Log in order to track the issues to resolution. Take corrective action to resolve data processing problems either directly or by notifying I.T. and/or vendor support personnel. Monitor system and alert systems and/or applications personnel in the event of an imminent problem with the intent of minimizing the impact of the problem. Achieve and maintain a high level of knowledge and competence regarding the content of the Helpdesk and Operators Manual. Execute routine maintenance duties on defined schedules as prescribed in the documentation. Enter commands as appropriate to computer systems for such duties as restarting or cancelling job processes, resetting passwords, or terminating user sessions. Provide personnel with periodic status updates during extended processing interruptions. Troubleshooting networking issues over the phone with remote users Diagnosing and repairing failed computer hardware/software Knowledge and experience with current and 2 most recent versions of Windows Operating System Provide assistance to applications programmers in testing programs and assist systems programmers in performing system upgrade installs. Perform additional duties as assigned. Education and/or Work Experience Requirements: High school diploma required, some college preferred Minimum of 2 years of Service Desk experience Ability to learn and use relevant internal computer applications, familiarity with mainframe preferred Ability to work effectively doing 12 hour shifts with little or no supervision onsite Maintain a professional demeanor and a customer-service attitude Must have a good understanding of and experience troubleshooting Microsoft Enterprise software(i.e. Exchange, Outlook, and Active Directory) Ability to work in a fast-paced environment and prioritize workload Good written and oral communication with a strong customer service focus Focused on the success of the Team.