What are the responsibilities and job description for the Information Technology Service Desk Analyst position at Ground Effects LLC?
Job Summary
The IT Service Desk Analyst provides technical support and triage for a wide range issues, focusing on entry-level to intermediate technical challenges. In addition to troubleshooting, analysts are responsible for installing and maintaining software, managing hardware access, documenting issues, and resolutions, and assisting with day-to-day IT project work.
Key Responsibilities
- Support and Escalation:
- Provide Level 1 and Level 2 support for IT issues across both office and production/manufacturing environments. Identify issues requiring escalation and ensure timely resolution based on established priorities. Perform restorative or preventative maintenance as needed.
- Installations and Maintenance:
- Install, configure, and maintain IT-related equipment to ensure optimal performance. Coordinate and manage technology upgrades, replacements, and expansions. This may include tasks such as coordinating network drops or managing the deployments of software and hardware essential to business systems.
- Communication and Documentation:
- Respond to incoming calls and service requests efficiently. Accurately log all support tickets and maintain detailed documentation. Work closely with stakeholders to ensure they have access to up-to-date information. Keep ticketing system updated, ensuring complete and accurate data is captured for proper issue tracking and resolution.
- Collaboration and Knowledge Sharing:
- Assist with the creation and maintenance of shared knowledge base articles. Participate in continuous improvement efforts and cross-functional communication.
- Other IT duties may be assigned as needed to support departmental and business objectives.
Qualifications
- Education: Minimum Required, Graduate of a Community College program. Preferred, Graduate of a College program preferably in Information Systems or equivalent.
- Experience, Minimum Required: Experience supporting computers in a networked environment. Preferred: 2 years’ experience supporting computers in a networked environment.
- Job Specific Skills: Minimum Required: Strong communication, time management, and organizational skills.
- Ability to work independently and adapt to shifting priorities.
- Experience with Windows and Microsoft Office products.
- Familiarity with remote support tools and current desktop/server environments.
- Must be comfortable working with end users across different departments and levels of the organization.
- Basic networking and business printing experience is a plus.
- Preferred: Experience with current desktop and server operating systems.
- Working knowledge of business printing systems
Working Conditions
The following working conditions are present or expected on a daily basis:
- Travel may be required
- Ability to conduct presentations
- Manual Dexterity required to use a desktop computer and peripherals
- Availability to be on-call is required
- Shift work mandatory
IMPORTANT NOTE
The organization reserves the right to change, amend or disuse this job description at any time. This document is intended to provide an overview of the required responsibilities and qualifications.
