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Service Desk Analyst I
TITLE: Service Desk Analyst I
REQUIRED SKILLS: 2+Experience
DURATION: Consult to Perm
LOCAL CANDIDATES PREFFERED!! RELOCATION UNAVAILABLE!!
Job Description: The Service Desk Analyst I is responsible to provide direct professional customer service support and to be able to effectively manage sensitive and complex customer requests. The Service Desk Analyst will work closely with the Level II support when required.
o Knowledge of all Microsoft Office Suites, including Outlook and Entourage (Office 2003, Office 2007, Office 2010, Office 2013 and Office for Mac 2011).
o Knowledge of Microsoft Operating Systems (WIN7) and Macintosh Operation Systems (Leopard and Snow Leopard).
o Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware.
o Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.
o Previous experience with tracking tickets in an incident management system.
o Knowledge of VOIP technology and Cisco telephone system a plus.
o Previous experience with Active Directory is desired.
o Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc).
o Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.).
o Excellent ability to follow procedures and processes to ensure we remain IT Compliant.
o Knowledge of Video Conferencing systems (CMA, RMX and MGC).
o Ability to communicate technical subject matter to non-technical staff.
o Proven track record of being detail oriented, with outstanding follow-through.