What are the responsibilities and job description for the Service Desk Analyst position at TekRecruiter?
TekRecruiter is revolutionizing the technology staffing and recruiting industry. Our mission is to connect the best 1% of highly skilled and specialized technology professionals anywhere in the world with innovative employers.
Join a leading TECH healthcare company located 100% onsite in Miami Downtown. This full-time, permanent role offers a dynamic startup culture, modern office environment, and engaging activities. It provides an excellent opportunity for professional growth and to make a significant impact in the industry.
Key Responsibilities:
Technical Support & Incident Management:
- Provide 1st, 2nd, and 3rd level support for IT-related incidents and service requests, ensuring timely resolution.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues across Windows, Mac, and mobile platforms.
- Act as an escalation point for junior analysts and complex service desk tickets.
- Analyze recurring incidents and recommend solutions to reduce technical issues.
- Maintain knowledge base documentation to assist with troubleshooting and training.
Service Delivery & Process Improvement:
- Monitor and manage ticket queues, ensuring adherence to SLAs and performance metrics.
- Identify opportunities for automation and efficiency improvements in service desk operations.
- Assist in the development and implementation of IT policies and procedures.
- Participate in change management and problem management processes.
- Provide detailed reports on incident trends, system performance, and user feedback.
End-User Support & Training:
- Deliver high-quality customer service and ensure a positive user experience.
- Conduct training sessions for end-users on new technologies, best practices, and security protocols.
- Support IT onboarding and offboarding processes, including account setup, access management, and hardware provisioning.
Collaboration & Leadership:
- Support junior service desk analysts, sharing knowledge and best practices.
- Collaborate with IT teams, vendors, and external support providers to resolve complex issues.
- Lead and contribute to IT projects, system upgrades, and deployments.
Required Qualifications & Skills:
Technical Skills:
- Strong knowledge of Windows and macOS operating systems.
- Expertise in troubleshooting Okta, Office 365, and enterprise applications.
- Hands-on experience with networking concepts (TCP/IP, VPNs, DNS, DHCP).
- Familiarity with ITIL framework and service management tools (ServiceNow, Jira, etc.).
- Experience with remote desktop solutions and virtual environments (Citrix, VMware).
- Familiarity with cloud providers such as AWS and Azure.
Soft Skills:
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and manage multiple tasks effectively.
- Customer-focused mindset with a proactive approach to issue resolution.
Education & Experience:
- Bachelor's degree in IT, Computer Science, or a related field (preferred).
- 3 years of experience in IT service desk, technical support, or related roles.
- IT certifications (ITIL, Microsoft, CompTIA, Cisco) are a plus.
Work Environment:
- On-site work.
- May require occasional after-hours support for critical incidents or maintenance.
