Service Desk Analyst Position Available In Wake, North Carolina

Service Desk Analyst 3.4 3.4 out of 5 stars Raleigh, NC 27612 As a Service Desk Analyst , you will work alongside a team of other analysts providing advanced support for internal and external customers’ hardware and software issues. You will act as the intermediary and mentor for L1 analysts, working on their escalations and resolving or interfacing with other teams as needed. Excellent troubleshooting skills, a sense of urgency, and the ability to prioritize time with minimal supervision are a must. This position is based in San Diego, CA and will work four days per week in office, and one day remote.

Responsibilities:

“Go-To” resource for the Service Desk team while working closely with management on strategic goals, including knowledge management and special projects Work closely with Senior Service Desk Analysts and escalation teams to help shape tier 1 support processes Catch mistakes and information gaps in tickets to ensure high quality Provide Tier-3 escalation support for Windows OS and Microsoft Office issues Create, maintain and advise customers on file shares and security, including

NTFS/DFS

Help create and maintain support processes for all areas of the business Work in an on-call rotation Skills and qualifications 2 – 5 years of experience supporting a mixed environment of enterprise and non-standard applications Strong communication and active listening skills Strong troubleshooting and investigative skills Intermediate competency with Windows OS, Active Directory, Citrix hosted applications, and

ServiceNow Preferences:

Familiarity with Cisco phone provisioning Familiarity with Citrix hosted applications Experience with Active Directory and Kerberos #LI-JN2