Service Desk Analyst

A DAY IN THE LIFE OF A SERVICE DESK ANALYST As a Service Desk Analyst, you are the voice, personality, and everyday IT hero to over 1,200 internal customers across the continental US, Hawaii, and Puerto Rico. You are the first line of support for IT and jump into action on a wide variety of break-fix technical issues, providing outstanding customer service to end users. You gather details in response to tickets and requests while utilizing team resources, tools, and documentation to provide resolutions quickly and efficiently. While your goal is to resolve all issues, you can recognize the need for escalation and facilitate a warm hand-off while following the proper process to ensure issues are dealt with expeditiously. Each day presents something new, and your organized, thorough documentation allows for the identification of recurring issues and patterns for the team to discuss. With your desire to learn and willingness to help, you participate in developing new processes/procedures and regularly updating the knowledge base to ensure the success of the entire team. Your technical knowledge and input bring value to the evaluation and testing process for new hardware and software being considered. Your role at First Onsite offers unlimited growth potential, further igniting your passion for all things-IT related and makes you excited about going to work. QUALIFICATIONS Technical Qualifications: Intermediate skill level working with Microsoft Active Directory/Azure Active Directory, Windows 10, and MS Office (M365) Experience installing, troubleshooting, and maintaining peripherals such as printers, scanners, cameras, etc. Experience with Apple/iOS and Android devices, Microsoft Remote Desktop, Service Desk ticketing systems, other remote computer support technologies Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, LAN/WAN). Knowledge of standard IT security practices such as virus remediation, firewalls, phishing, etc Behavioral Qualifications: Ability to set priorities, meet deadlines, and multi-task with minimal supervision Ability to identify when it is appropriate to escalate a ticket and facilitate a "warm hand-off" Demonstrable ability to quickly learn and support various business applications Ability to effectively communicate with employees at all levels and in various situations Ability to patiently explain concepts to our users in laymen's terms Excellent analytical, decision-making, problem-solving, and troubleshooting skills Experience: 2 years of service desk/desktop support experience Associate's degree in Information Security, Computer Science, Information Systems or equivalent work experience PREFERENCES ITIL certification a plus CompTia A, Network, Security certifications desirable SPECIAL POSITION REQUIREMENTS Duties are performed in the following work environments: 95% Office and 5% Field WORK REQUIREMENTS Frequent deskbound work requiring the use of telephones, computer and mouse Able to regularly lift and/or move up to 25 pounds for at least 100 feet Able to periodically lift more than 25 pounds for at least 100 feet, with the assistance of another member of the team Able to walk, stand, sit, use hands to finger/pinch/grip, handle/feel objects, reach with hands and arms, climb and balance, stoop, kneel, crouch and crawl, see, and hear First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee. Subject to Federal, State and Local laws, regulations and/or ordinances, applicant must be able to pass Background Check and Pre-employment Drug Screen.