IT Service Desk Analyst Position Available In Wake, North Carolina
Tallo's Job Summary: The IT Service Desk Analyst position involves providing advanced support for hardware and software issues to internal and external customers. Responsibilities include troubleshooting, ticket management, trend analysis, and reducing call volume. Required qualifications include 2+ years of experience, communication skills, ITIL knowledge, and basic networking understanding. Preferred qualifications include familiarity with Cisco phone provisioning and Citrix applications. The role is suitable for candidates with intermediate-level experience in support, help desk, Windows 10, and service desk.
Job Description
Description As a Service Desk Analyst, you will work alongside a team of 12 other analysts providing advanced support for internal and external customer’s hardware and software issues. You will act as the first level of support for both internal and external customers. Using ServiceNow ticketing systems taking roughly 15-20 tickets per day. Issues may include but are not limited to, password resets, Outlook email issues, Office 365 suite, blue screen of death, VPN connectivity problems, printer connections. This technician will look for trends in the service desk team and work on ways to reduce the overall call volume. This analyst will take 15-20 tickets per day via ServiceNow, they will touch about 30 tickets per day. Technicians will have excellent troubleshooting skills, a sense of urgency and the ability to prioritize time with minimal supervision are a must. A nice to have would be a candidate who has some scripting. Position Responsibilities
- Work closely with Senior Service Desk Analysts and escalation teams
- Catch mistakes and information gaps in tickets to ensure high quality
- Provide Tier-1 support for Microsoft Office issues
- Create, maintain and advise customers on file shares and security including NTFS/DFS and Citrix ShareFile
- Help create and maintain support processes for all areas of the business
- Work in an on-call rotation
Required Qualifications:
- 2+ years’ experience supporting a mixed environment of enterprise and non-standard applications
- Strong communication and active listening skills
- Strong investigation and diagnostic skills
- Familiarity with ITIL processes
- Basic understanding of networking technologies
Preferred Qualifications:
- Familiarity with Cisco phone provisioning
- Familiarity with Citrix hosted applications
- Experience with Active Directory and Kerberos Additional Knowledge/skills of value:
- SolarWinds
- Microsoft SQL Server database experience
- Automation technologies & processes (GE Proficy, PLCs) Skills Support, Help desk, Windows 10, Service desk, windows administration Experience Level Intermediate Level
