What are the responsibilities and job description for the Service Desk Analyst (Windows 10 / Active Directory) position at Jobs via Dice?
Our client - a major utility firm based out of Westchester County, NY - has an immediate need for a Service Desk Analyst. Details listed below:
Project Overview:
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteoprofessional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.
Job Functions & Responsibilities:
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.
Project Overview:
The Service Desk Analyst will field incoming help desk requests from end users via both telephone and e-mail in a courteoprofessional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.
Job Functions & Responsibilities:
- Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteoprofessional manner
- Access the Footprints ticketing system to create or resolve tickets
- Ability to RDP into a machine to fix an issue
- Perform password resets
- Resolve any VPN access issues
- Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
- Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)
- Minimum 4 years prior demonstrated experience
- Remote phone support
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Ability to absorb and retain information quickly
- Ability work independently with minimal supervision
- Sitting for extended periods of time
- General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to support
- Windows 10
- MS Office (versions 2016/O365)
- MS Outlook (versions 2013/16/ O365)
- Intune & Webmail
- Cisco Jabber / Meeting Place
- Active Directory / Active Roles / Quest Password Manager
- SAP & Maximo ? password unlock esets
- Enterprise\departmental applications.
- Periodically support other IT Groups as needed
- Associate degree in Information Systems; 4-year college degree is preferred.
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.