Helpdesk Technician - Service Desk Analyst
Corserva, a national Managed IT Service Provider headquartered in Trumbull, CT is looking for experienced, technical individuals to join our team!
GENERAL SUMMARY :
The Service Desk Analyst is responsible for handling first level support of service requests. This relates to all technology, to include : Physical, Virtual, and Cloud workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities :
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems - Physical, Virtual and Cloud.
- Basic technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security
- Service Ticketing system / application data entry and queue management
- Support of backup and disaster recovery solutions
- Basic remote access solution implementation and support : VPN, VDI, Remote Desktop Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Knowledge Base - System documentation maintenance and review
- Written and Verbal communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities :
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Ensure requests are routed to the proper resource or escalated in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in company systems as it occurs
- Understand processes in company systems by completing assigned training materials
- Enter all work as service tickets into company systems
Qualifications
Knowledge, Skills, and / or Abilities Required : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
- Interpersonal skills : such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness : ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
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