What are the responsibilities and job description for the IT Analyst/ Service Desk Analyst position at Triplenet Technologies, Inc.?
Seasoned IT Analyst / Service Desk Analyst with VERY strong customer service and communication (both verbal and written) skills. Must be detail-oriented and able to lead the development of, or follow established processes and procedures, to execute the following responsibilities:
Day-to-Day:
1. Participate as a major contributor and/or leader to several projects:
• Lifecycle PC Imaging - including procedures review and/or creation of procedures, as well as implementation of documented procedure. Maintain / update all inventory records.
• Assist or lead the surplus of end of life technology assets.
• Lead in the replacement of end of life VoIP(cellular) devices.
2. Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or appropriate escalation).
3. Monitor Service Desk and Network Operations Center Alerting Inboxes real-time (create tickets as
applicable).
4. Configure and deploy laptops and cell phones.
5. Complete daily activities (documented) for customer-impacting items (i.e., addressing hard disk space issues on virtual environment computers and shared computers).
Qualifications and experience desired:
Required: Ability to self-manage and lead efforts after minimal
instruction. Experience building out (imaging) and deploying
desktops end-to-end, experience working in a Service Desk
environment to address and resolve end user software and
hardware issues. Experience working with Windows 10,
Microsoft Office 365 and Windows networking in a complex,
fast-paced multi-user environment.
Must possess very strong customer service, communication
and writing skills. Must be responsible, organized and able to
self-direct under with minimal guidance. Must be proficient
with following written instructions (and completing check-lists,
updating electronic records, work order tickets, etc.).
Projects and functions to be performed:
Location: Everett
Duration: 2 to 3 Months
Pay: $35 per hour
ce issues on virtual environment computers and shared computers).
Salary : $35