Service Desk Analyst

Description

• Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership.
• Identifies problems, troubleshoots and provides 1st and 2nd level technical support for customers for the following: Windows 7, 8, 8.1 and 10, Office 2007 through 2016, Office 365, IE9 and above, Edge, Chrome, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity.
• Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures.
• Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization, and wireless RF Scanners among other devices
• Responsible for meeting Service Desk Service Level Agreement and metrics.
• Responds to inquiries and service requests for assistance with the organization’s computer system or PC's via Phone, Email queues, and in person.
• Handles advanced software support for applications assigned such as OKTA, Aptaxa (AX), Netsuite, Box, SharePoint, and others as trained and assigned
• Provide support for future M&As through onsite support, remote support and device deployment.

Requirements

• Maintains ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
• Demonstrates strong analytical and problem-solving skills.
• Experience with iOS and Android OS required
• Knowledge of ITIL framework of services, e.g. Incident Management.
• 3+ years of experience handling customer technical support calls preferred
• Customer-focused and acts with a shared sense of urgency and priority for customer.
• Demonstrated commitment toward customer service.
• Bachelor’s degree is preferred
• This role will work out of our office in the Sandy Springs, GA area.
• Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
• Knowledge of Windows 7/10/11, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet
• Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.
• Ability to identify customer needs, gather relevant information systematically and resolve problems.
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Ability to present ideas in concise, business, technical, and user-friendly language.
• Demonstrates strong desktop, network and application configuration, troubleshooting and installation knowledge.

Benefits

• Health and wellness programs
• Group retirement savings program
• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs

Training + Development

Interview process

Visa Sponsorship

Security clearance