Description: |
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Job Summary
The Service Desk Analyst provides prompt and courteous support to
internal staff on all company supported applications by answering
requests/questions concerning equipment, software and hardware. The
Service Desk Analyst addresses all user inquiries and complaints with
the highest degree of professionalism and product knowledge.
Essential Functions:
Manages ticket queue generated from emails and a self-service
portal. Field telephone calls and walk-up requests for technical
support on a variety of technologies.
Installs new PC equipment and software per company specifications,
policies and procedures.
Troubleshoots hardware and software issues and make needed repairs.
Assists end users with software and hardware training/instruction
as needed.
Develops user documentation for improved user efficiency.
Assists users in automation of repetitive processes including batch
jobs, reports, etc.
Performs maintenance on printers, copiers, fax machines, scanners
and RF equipment.
Maintains supplies for printers, copiers, fax machines using
company-approved vendors.
Maintains ServiceDesk application utilizing ticket handling
processes.
Escalates critical issues through appropriate channels.
Performs backup maintenance of all internal systems per company
standards.
Provides computer/telephone orientation to new staff members.
Assists with providing input on company application purchases.
Ability to lift up to 40 pounds.
Travel may be required.
Occasional On-Call rotation and weekend/after-hours work as needed.
Education and Training:
High school degree or equivalent required.
Associates Degree/Bachelors Degree in Computer Science or related
field highly desirable.
Minimum three to five (3-5) years experience with PC
administration, software/hardware support and troubleshooting
required.
Excellent proficiency with all MS Office and other standard
applications used throughout the company.
MAC experience highly desirable.
SAP experience highly desirable.
Strong working knowledge of desktop and laptop functionality.
MCP or MCSE certification desirable.
Skills and Abilities:
Strong customer service focus.
Excellent verbal, written and interpersonal communication skills.
Effectively communicates instructions and technical information in
a clear, precise and understandable manner.
Ability to maintain a high level of flexibility and to learn and
support new applications.
Solid comprehension and listening skills.
Excellent analytical, troubleshooting and problem-solving skills.
Strong teamwork skills with the ability to establish and maintain
positive and effective working relationships with numerous
departments and employees.
Strong organizational, project management, multi-tasking and task
prioritization skills.
Self-motivated and self-directed with the ability to work with
little supervision.
Careful attention to detail and accuracy.
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