Service Desk Analyst

Description

• Support the testing, validation, and documentation of software and hardware systems
• Provide IS-related orientation and training for new hires
• Prioritize, track, and document all service activities via Service Management (ticketing) system
• Occasional after-hours support for PAE projects, initiatives, and IS systems maintenance
• Perform user access and account management in active directory
• Prepare, provision, maintain, and retire distributed technology systems (e.g., laptops, desktops, printers, phones, etc.)
• Support IS asset lifecycle management (procurement, imaging, deployment, tracking, dispositioning) for PAE-supported hardware and software
• Execute all activities in compliance with established Information Security and IS Service Management controls (e.g., change, incident, and problem management)
• Provide front-line OS, application, and hardware support for local and remote end-users
• Create and maintain support documentation for consumption by end-users and IS staff
• Create a positive customer support experience with a consummately professional attitude
• Provide timely incident management and service fulfillment activates in accordance with service level objectives

Requirements

• Client hardware & peripheral configuration, provisioning and troubleshooting
• Relevant Certifications; A+, HDI, Microsoft MTA, MCS
• Strong verbal communication and documentation skills, including experience translating complex technical subjects in a way that is meaningful to the target audience
• Ability to multi-task, shift focus, and prioritize workflow with minimal supervision
• VoIP client configuration and troubleshooting
• SLA-driven task management
• 2+ years of service desk support experience in a Windows-centric technology environment
• Familiarity with ITIL/ITSM concepts
• Networking concepts and troubleshooting, especially the TCP/IP protocol suite
• Mobile device and application provisioning, maintenance, and management
• Ability to engage peers and leadership in process improvement and problem resolution
• Associates Degree or equivalent experience
• Multi-function printers and plotters
• Active Directory User and Computers administration
• Windows desktop OS and application support
• Ability to maintain a professional, positive and friendly manner always

Benefits

• Performance Bonus
• 401k account contribution
• Professional development reimbursements including state registration and professional association dues
• Employee Assistance Program
• Life insurance and disability benefits
• Hiring Base Salary Range: $58,600-$76200 annual
• Commuter benefit
• Paid time off for sick leave, family leave, community service, holidays and vacation- work hard and take time off when you need it.
• Employer paid health insurance (medical, dental, vision)
• Cell phone stipend
• This position is eligible for time and a half overtime pay

Training + Development

Interview process

Visa Sponsorship

Security clearance