Service Desk Analyst

Senior Technical Recruiter @ Feuji | U.S. & Costa Rica | Managing Full Recruitment Lifecycle

The ServiceDesk Analyst is responsible for maintaining the desktop operating environment. They serve as a member of the Systems Support team and are the first step in the support escalation ladder. This individual assists the Infrastructure team in resolving technical issues for end-users. The ServiceDesk Analyst is under the supervision of the ServiceDesk Lead.

Responsibilities

• Provide tier one support to all users within Focus Partners, both local and remote
• Manage tickets in the Systems Support Ticketing Queue and provide timely follow-up
• Assist with administration of Microsoft Windows Active Directory
• Create, disable, and maintain up to date Active Directory info for all users
• Manage hardware deployment and tracking in the inventory management system
• Provide recurring refresher training on IT policies, procedures and best practices
• Responsible for the setup of all new user accounts (AD, Phone, etc.)
• Responsible for the decommissioning of users
• Research and support new hardware and software, as needed
• Create and maintain technology documentation for the tools and applications supported by the Infrastructure team
• Stay up-to-date on new technologies and consider best of breed technologies to support the business initiatives of the firm
• Looks to improve current processes with ongoing evaluations of existing technology stack

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