Service Desk Analyst

Job Description:

Overview

This position is responsible for providing end user support for 30 locations across the US. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Analyst is the initial point of contact and is responsible for gathering and analyzing information regarding the user’s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution. Additionally, this position will travel with the IT team during acquisition, migration and roll out projects throughout North America as well as quarterly trips to Atlanta, GA for IT department meetings.

This position is based out of EIS’s Tempe, AZ location. The hours are 8:00am to 5:00pm Monday through Thursday on-site and Friday work from home. Work location and schedule may be adjusted as business, team and operational needs evolve.

Key Responsibilities

• Provide support & training to end users via email, phone and remote support tools.

• Monitor, log and update Service Desk tickets, ensuring accuracy and timeliness of the ticket data. Keep end users updated as to the status of their tickets, issues and requests.

• Provide after-hours on-call support for critical systems.

• Identify higher-level issues and escalate as appropriate within the Information Technology team.

Qualifications & Skills

• Very strong analytical problem solving and troubleshooting abilities

• Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.

• Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.

• Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.

• Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.

• Exceptional attention to detail; ability to consistently follow processes and procedures

• Two to four years’ experience with:

  • Windows 11 setup & configuration, maintenance, software installation and trouble shooting.
  • Microsoft Office products, Microsoft 365.
  • PC hardware support, troubleshooting and imaging (Lenovo laptops & desktops a plus).
  • Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
  • Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
  • Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.
  • Using remote support tools such as Bomgar, TeamViewer, etc
  • Patch management/configuration tools (ManageEngine Endpoint Central a plus)
  • Email filtering

Experience in the following is a plus:

• Microsoft Project, Microsoft Visio, Autocad and Adobe.
• Hosted VoIP (RingCentral)
• Experience working in a distribution or light manufacturing environment a plus
• Available to travel up to 30%

This job description is not intended to be an exhaustive list of all requirements and responsibilities and as such, is subject to change without notice based on the needs of the business and/or department.

EIS Legacy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.