What are the responsibilities and job description for the IT Service Desk Analyst position at Ian Joseph & Associates?
ROLE AND RESPONSIBILITIES
The IT Support Desk Specialist is the initial contact for the Company’s clients who require support services. This role also troubleshoots, schedules and follows through with all requests and incidents that are reported through customer submission or monitoring. Work will primarily be conducted at company’s premises near Vandalia, Ohio, with possible unscheduled and scheduled dispatching to client sites, at the Company’s discretion.
Primary duties and responsibilities include:
- Serve as the initial contact for the Company’s clients who require support services. Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
- Effectively troubleshoots, schedules and follows through with all requests and incidents that are reported through customer submission or monitoring. Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution.
- Develop and maintain positive client relations, and coordinate with various staff within the company to ensure client requests and needs are handled appropriately and in a timely manner.
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information
The ideal Technician will have in-depth knowledge of Windows server, desktop, networking, mail applications, anti-virus applications, storage, phone systems and be able to identify and resolve problems in a timely fashion.
The Technician should possess the ability to fulfill the following requirements:
1. Desktop Support
- Install, upgrade and troubleshoot current desktop operating systems
- Add workstation, laptop and thin client to the network including wireless access
- Install, configure thin clients
- Troubleshoot all hardware issues
- Install, configure and troubleshoot desktop applications
- Install and configure USB scanners and printers
- Install, configure and troubleshoot desktop applications (office, accounting, EHR)
2. Server Support
- Windows Server services, Active Directory, Group Policy, DNS, DHCP
- Configure Printer queues / file shares / permissions
- Troubleshooting skills, event logs / log review
- Manage ISPs, basic network connectivity, access points, Ethernet
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- High School education or equivalent.
- Strong work ethic; ability to learn quickly.
- Ability to work in a fast-paced, rapidly changing environment
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $50,000 - $60,000