ROLE :
The Service Desk Analyst assists in all aspects of computer support for MRO employees, with a focus on troubleshooting and resolving issues both locally and remotely via the phone
This is a hybrid role and requires at least days in office per week and one and a half months in office training.
TASKS AND RESPONSIBILITIES :
- General Serving as the first point of contact for customers seeking technical assistance over the phone or emailUtilize the Salesforce CRM to document casesMonitor ticket activity to ensure tickets are being worked and resolved in a timely fashion with accurate and detailed information
- PC / User Administration Performing remote troubleshooting through diagnostic techniques and pertinent questionsDetermining the best solution based on the issue and details provided by customers.
Assign users and computers to proper groups in Active DirectoryCreate multiple accounts for user community.
Operational Support Work with Desktop Support and Application Support for support related itemsTroubleshoot issues to determine root cause, identify solutions, or escalate appropriately.
Document processes and procedures
Performs other duties as assigned.
SKILLS EXPERIENCE :
- years in a Help Desk, desktop support, or application support role
- Excels in customer service and is detail oriented with excellent verbal, written, interpersonal, and presentation skills.
- Effective problem-solving skills
- Knowledge of Windows OS, Active Directory, Exchange email administration, Salesforce, SharePoint and Office suite.
- Familiarity with Google Suite
- Working understanding of TCP / IP networking and network devices
- Ability to thrive on a small team in a fast-paced environment.
- Associates degree and / or equivalent work experience along with a high school diploma (or equivalent) is required.
- Certifications a plus (A+, MCP, etc.)
- This job description reflects management’s assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.
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