Service Desk Analyst Position Available In Duval, Florida

Service Desk Analyst
#

BAK-13329

Jacksonville, Florida, United States Address
14610 Breakers Drive, Jacksonville, Florida 32256, United States
Job Description Job Summary The Service Desk Analyst role provides technical support to all levels of staff, including in-house and field customers. Technical support includes the installation, configuration, and troubleshooting of a variety of applications and operating systems. This position is the first line of assistance and is instrumental in maintaining business continuity. Service Desk Analysts will exhibit excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. Service Desk Analysts will have a strong technical understanding of the various desktop and laptop hardware and components, software applications, and network connectivity. Produces service request/problem incident reports, initiates follow-up to ensure timely disposition and closeout, and tracks all action items and referrals through resolution. Candidates must have a wide range of skills and knowledge in desktop and laptop hardware and software as well as networking systems in use at multiple customer locations. Essential Duties/Accountabilities Answer incoming customer calls and trouble tickets.
Troubleshoot software and hardware issues in person and via phone.
Install and configure applications and operating system software and upgrades
Train end users in the use of equipment and software.
Fully track and document all calls and requests.
Monitor network and system health.
Communicate project status, deliverables, priorities and contingencies.
Escalate support calls to supervisor as necessary.
Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business.
Perform other duties as assigned.
And here is what you will need to be successful: Qualifications High School or GED required. Degree in Computer Science, MIS or related field preferred.
Minimum 1-2 years related experience required.
Proficient configuring Windows 10 and Windows 11.
Working knowledge with Microsoft Office suites products as well as Anti-virus/spam software.
Troubleshoot laptop, desktops, and printer issues in a LAN/WAN environment.
Must have excellent communication skills; written and verbal.
Analytical and problem-solving skills
Organizational and time management skills.
Flexibility and adaptability.
Bilingual (English/Spanish) is a plus.
Experience with AS/400 is a plus.
This position requires evening and weekend hours, with on-call availability. Physical Demands The employee frequently is required to stand sit or walk, climb, kneel, crouch, or crawl.
Ability to utilize a computer keyboard, computer monitor, and telephone for prolonged periods of time.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Skills Strong interpersonal skills
Excellent customer service mindset with the ability to develop long-term relationships
Excellent written and verbal communication skills
Excellent analytical aptitude with a proven ability to analyze/interpret data
Strong and creative problem-solving skills
Ability to work independently and in a team environment
Proactively seeks continuous process and service improvements
Must be proficient in speaking, reading, and understanding English to ensure full compliance with safety standards, training, policies, and procedures.
Status
Full-Time