Service Desk Analyst

Job Description

Pay : $50,000-$55,000

The Service Desk Analyst will triage, diagnose, and remediate a wide variety of technical issues for end users across all areas of TA Services. They will respond to requests for new equipment, end-point applications and other related services. They will research root cause and resolve technical problems with end point devices and applications. This person will work in collaboration with other areas in IT to resolve enterprise-level system and application issues effecting end-users / endpoints. Respond to emails, phone calls, requests or problems reported via the ticketing system and in-person requests for technical support. This candidate will also manage the inventory of P&S’ IT related equipment by tracking, documenting, and keeping an accurate count of on hand equipment as well as what is in the field. They will also manage relationships with a variety of vendors to purchase needed hardware and software for the company.

Essential Duties and Responsibilities, include but are not limited to :

• Supports users / user groups on most aspects of user reported problems including software and hardware in a multiplatform environment.
• Analyze, troubleshoot, diagnose, and repair hardware and software issues.
• Assist in user management with Active Directory, Office365, Concur, Mitel and other platforms.
• Will be required to assist with projects that are periodically assigned.
• To triage a ticket fully until completion or needed escalation.
• Participate in an on-call rotation to support after hour operations of the business.
• The ability to travel if the need arises to support users at multiple locations.
• Inventory and label company IT assets and document changes to them throughout their lifecycle.
• Maintain asset documentation in a secure location that is accessible to appropriate IT personnel.
• Document and control company software applications, licensing, and assist in tracking implementation of those licenses.
• Prepare purchase requisitions for new hardware and software assets, including acquiring vendor quotes.
• Purchase IT hardware and software assets, managing the approval and acquisition process.

Additional information

A successful Service Desk Analyst must consistently demonstrate the company’s Mission and Values. They must have good oral and written communication skills in order to effectively interact with customers, drivers and other team members in person and on the telephone. They must be customer service-oriented as well as team-oriented and must have good organizational skills. A successful Service Desk Analyst must be able to effectively manage multiple tasks simultaneously. Finally, they must be able to work a flexible schedule when needed to including weekends, evenings, and holidays.

This job is an hourly position with no guarantees for career progression. This does not mean that you will not be considered for other positions or opportunities.

Qualifications : Qualifications

Excellent verbal and written communication skills.

Proficient in using service desk tools, incident tracking systems, and remote support tools.

Exceptional analytical and problem-solving skills

Strong customer service skills.

Proven leadership skills

Education and Experience :

Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., ITIL) are a plus.

3 years in an IT Management role

3 years of experience with various IT domains, including hardware, software networking, and operating systems.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary : $50,000 - $55,000