Service Desk Support Analyst (hybrid)

BASIC PURPOSE:  The Service Desk Support Analyst delivers outstanding customer service by identifying and understanding user’s IT and business needs, while providing centralized advice and support to customers in line with contractual arrangements ESSENTIAL FUNCTIONS:     •    Achieve team SLA obligations•    Achieve satisfactory levels in customer questionnaires and surveys •    Comply with Company’s internal policies and procedures•    Provide single point of contact for end users support using all contact mediums•    Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion•    Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales•    Perform on-call duties in one week increments on a scheduled team rotation•    Work as scheduled on Service Desk phone queue •    Resolve trouble tickets as assigned•    Image PCs and deploy to onsite end users•    Other duties as assigned Must be able to perform the essential functions of the job, with or without reasonable accommodation.  QUALIFICATIONS: •    Associates degree in Computer Information Systems or equivalent experience•    Minimum 1 year of relevant technical experience•    Experience with Microsoft Windows 11 •    Knowledge of LAN/WAN technologies and protocols•    Administrative experience with Microsoft Active Directory and Office 365•    Basic knowledge with ServiceNow or other Service Desk applications•    Proven experience with remote control tools; Team Viewer, SCCM•    Experience with Imaging Technologies, Intune and Microsoft Endpoint Manager

Salary : $50,000 - $60,000