Service Desk Analyst

We are seeking a Service Desk Analyst to join our dynamic team. The ideal candidate will have expertise in Service Desk. The candidate will play a crucial role in ensuring the smooth operation of our IT services contributing to the company's success.

In this role, you will:

• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
• Responds to inquiries via telephone, email, web and assigns, tracks service requests in the work-order system.
• Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem tickets into the on-line Help Desk System and assists other IT technical staff in providing user feedback and user statistics.
• Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Assists with desktop and laptop imaging and installation as needed.
• Assists in the operations of enterprise systems as needed and works closely with senior helpdesk to acquire additional technical and nontechnical knowledge.

What you’ll need to succeed (required skills):

• Troubleshooting skills on desktop and shrink-wrapped applications (MS Office, Adobe, Apple, Google, etc.).
• Very good knowledge of VPN concepts and working experience in VPN troubleshooting.
• Working experience in Internet troubleshooting and wireless routers.
• Knowledge of Active Directory, domain controllers and good exposure to Active Directory concepts.
• Troubleshooting experience using remote control tools and Exchange environment.