Associate ServiceDesk Analyst

Job Description

Primary responsibilities Provide Tier I/II support to end users with exceptional customer service skills. Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers. Perform move/add/change tasks for desktop/laptop hardware and software systems. Meet SLA requirements for problem resolution. Log and track issues in our service management tools. Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment. Maintain accurate inventory of computer hardware and software assets related to the service desk function. Maintain key performance metrics related to Tier I/II support functions. Manage vendor repair and returns of defective equipment as necessary. Learn eDiscovery applications to assist with support across the organization. Maintain best practices on security for supported applications. Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work. Collaborate with other IT team members as needed. Participate in creation and maintenance of IT standards and procedures. Participate in on call shift rotations periodically (including evenings and weekends). Perform other related duties as assigned. KNOWLEDGE, SKILLS, AND behaviors Demonstrated ability to build, maintain and support workstation images. Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets. Experience managing remote desktop, Citrix/VMware View/Cloud PC environments. Ability to effectively collaborate within an IT team with shared responsibilities. Working/practical knowledge of IP networking principles Working/practical knowledge of Active Directory, Exchange, and SharePoint Willing to be on-call for occasional night and/or weekend support. Prefer Microsoft certifications commensurate with position. ITIL V3 certification desired Experience with Service Now QUALIFICATIONS B.S. in Computer Science or a related field. 1+ years of previous service desk/end user support experience in a corporate environment. Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals. Experience supporting Microsoft Office, Office 365 administration and other application software.