What are the responsibilities and job description for the Service Desk Analyst – Hybrid position at Revel IT?
Job Description
Our Columbus, Ohio client has a contract opportunity for a Service Desk Analyst who will perform professional tasks to assist end users with company-provided computer hardware, software, and office peripherals. This role also provides technical support to staff on various hardware, including laptops, desktops, and tablets (Android and iOS), and resolves software-related issues. Additionally, responsible for maintaining and supporting audio / visual, video conferencing and tier 1 telephone (Teams & NICE) support.
This position would be hybrid, working 3 days a week in the office and 2 days a week in the office. During the first couple of weeks of training, it could be up to 5 days a week in the office.
Essential Functions :
Operates the Service Desk, promptly addressing and resolving end-user system issues communicated through the Service Desk phone number or ticketing system.
Effectively troubleshoots a range of hardware / software, peripheral (digital display devices, docking stations, , and telephone concerns at the Service Desk. Executes installations of PC peripherals and phones as necessary.
Formulates and upholds standard operating procedures (SOP) for maintaining and operating desktop systems, encompassing standard imaging, security protocols, and Virtual Desktop environments.
Provides comprehensive training to new employees on the use of office equipment, including voicemail, telephones / softphones, and desktop systems.
Manages and maintains printers on the print server.
Creates, maintains, and troubleshoots mailbox problems, meeting rooms, distribution lists, and general performance tuning.
Participates with the testing phase of new technical applications and upgrades.
Works closely with the IT Asset Management (ITAM) Analyst to oversee IT equipment inventory and ensure appropriate disposal procedures for end-of-life equipment.
Administers anti-virus updates and executes password resets in response to user requirements.
Initiates and executes the endorsement and integration of innovative technical solutions.
Handles comprehensive end-user system management and user administration across the entire
organization utilizing Active Directory / AzureAD, and Intune.
Participates with the deployment, management, and assistance for desktop, laptop, and tablets.
Provide tier 1 support for telephony systems (Teams and NICE CXOne).
Addresses incoming Incident and Service requests from end users in a prompt and efficient manner.
Evaluates and deploys appropriate upgrades, patches, drivers, and related enhancements.
Discovers and acquires proficiency in the diverse software and hardware employed and upheld by the organization.
Ensures adherence to licensing requirements and meticulous documentation.
Executes practical remedies, encompassing software / hardware installations and enhancements, execution of file backups, and configuration of systems and applications.
Performs advanced diagnostic measures and remedies.
Takes accountability for the comprehensive maintenance of a sophisticated network spanning multiple locations, catering to the needs of both local and remote users.
Promotes an environment of transparency and teamwork among fellow service desk analysts.
Strives to strengthen the partnership between the Service Desk, System Administrators, and other Information Technology team members.
Participates in rotational on-call after hours support.
OTHER JOB FUNCTIONS :
May be required to be available through a mobile device via voice and / or data during and outside of normal working hours, at the manager’s discretion, and must respond within a reasonable timeframe
Performs other duties as assigned; and
Regular, predictable and punctual attendance required.
MINIMUM EDUCATION AND EXPERIENCE REQUIRED :
Requires a High School Diploma or GED, and a minimum of five (5) years of experience supporting various hardware such as laptop, desktop, and tablets (Android and iOS) and software; or an equivalent combination of education and experience in business or public administration.
A certification desired.
ITIL certification desired.
Knowledge of PC and Macintosh hardware and software, including experience with setup, configuration, and installation.
Knowledge of Active Directory, AzureAD, Windows and Macintosh – based desktop operating systems, Exchange, M365 Office Suite, InTune, SCCM, and imaging software to roll out new software releases
Skills in verbal and written communication
Skills in human relations and customer service
Ability to diagnose, evaluate and resolve PC and Macintosh hardware and software problems
Ability to interact effectively with all levels of staff
Willingness to ask questions to management and other IT support staff during times in which the analyst is uncertain of how to resolve an incident.
Solid knowledge of TCP / IP, DNS, DHCP and LAN.
Knowledge of computer hardware, including tablets, desktops, laptops, VoIP Phones, and mobile devices.
Experience with telephony systems such as Teams and NICE.
Application support experience with Microsoft Office products
Working knowledge of a range of diagnostic utilities
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Highly self-motivated and directed
Ability to work in a team oriented environment
Ability to effectively prioritize and execute tasks in a high-pressure environment; and
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