Hybrid 4 days on site/1 flex- Jacksonville location What would ?a day in the life? of this role look like?:Three main activities
1)Working side by side with current Ivanti Admins to fulfill administrative requests like ?creating groups, users? membership in groups, reconciling CMDB entries, and workflow modifications? Initially this would be a learning exercise to eventually become self-sufficient to handle requests without guidance.
2)Documenting current Ivanti Service Desk environment to include CMDB, workflows, data imports, etc in preparation for migration to new Ivanti platform in early 2025.
3)Formulate, with guidance, plans for implementing similar functionality in the new Ivanti Neurons system in 2025
What interaction level with this role have the team members and hiring manager? Significant interactions with the following team members
1)Change Management Team
2)Incident/Problem Management Team
3)Hiring manager for oversight
What would you say is the top priority for the worker over the first few weeks/months?:Get up to speed on Ivanti Service Desk so day to day administration can be assumed which will feed into assisting with planning for implementation of new Ivanti Neurons next year.
What do you foresee being the biggest challenge in this role?Ability to rapidly pick up skills in an old technology where there is very limited to no formal education available. Must be picked up by working with others. They will need to have a good balance between technical skills, project management, and people skills. Additionally, finding the time from other team members to obtain training may be challenging. The individual needs to be a strong self-starter.
Required Skills
Top 3 Must-Haves (Hard and/or Soft Skills):1.Fast Learner
2.Strong Communication Skills
3.Some programming or software/OS administration skills
Top 3 Nice-To-Haves (Hard and/or Soft Skills)1.Ivanti Service Desk
2.Ivanti Neurons
3.Exposure to business requirements gathering/translation to technical requirements
Degree Requirements (Experience in Lieu of Degree):Degree not required if experience is met.
Certification Requirements (Any Preferences):ITIL Foundation certification is preferred. - CompTIA A , Network , or similar certifications are a plus.
How many years of experience are you looking for?:3yr
What is your preference when interviewing candidates? (Phone, In Person, Teams): Zoom or in person

About the Role:
The Service Desk Systems Analyst will be responsible for managing and supporting the organization's IT service desk operations. This role involves overseeing the service desk team, ensuring timely resolution of technical issues, maintaining system efficiency, and providing high-quality technical support to users.
Key Responsibilities:
Service Desk Management:
?Supervise the service desk team to ensure effective and efficient resolution of user issues.
?Monitor service desk operations and performance metrics to identify areas for improvement.
?Develop and implement service desk policies, procedures, and best practices. Technical Support:
?Provide advanced troubleshooting and technical support for hardware, software, and network issues. - Assist in the diagnosis and resolution of complex technical problems.
?Escalate issues to appropriate internal or external resources as necessary. System Administration:
?Maintain and manage IT systems, including servers, workstations, and network devices.
?Perform regular system maintenance, updates, and patches to ensure optimal performance and security.
?Monitor system performance and address any issues proactively. User Support:
?Act as a point of contact for users experiencing technical difficulties.
?Ensure all support requests are logged, tracked, and resolved in a timely manner.
?Provide training and guidance to users on system use and best practices. Documentation and Reporting:
?Maintain detailed documentation of service desk operations, issues, and resolutions.
?Generate regular reports on service desk performance, user satisfaction, and system health.
?Develop and update technical documentation, user guides, and FAQs. Collaboration and Communication:
?Work closely with other IT team members to ensure seamless integration and support of IT services.
?Communicate effectively with users, management, and stakeholders regarding technical issues and service improvements.
?Participate in team meetings and contribute to the continuous improvement of IT services. Project Management:
?Lead and participate in a major system upgrade to a cloud solution.
?Coordinate with vendors and third-party service providers for system maintenance and support.
?Ensure project milestones and deadlines are met.