Senior, IT Service Desk Analyst

General SummaryThe Senior, IT Service Desk Analyst, is responsible for Incident, Service Request and Deployment including all aspects of desktop computer support, with a focus on trouble shooting and resolving issues both onsite, remotely and virtually. Additional tasks include performing PC builds, installing applications, deploying VoIP phones, and general administrative tasks within Active Directory and various PC application management consoles.Primary / Key Essential Functions and ResponsibilitiesManage the overall Incident Management and related Problem Management systems which includes process design, procedures development, automation implementation, reporting and operationsServe as the It Service Desk point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsIdentify trends in Incidents, determine root cause, and determine optimal resolutionManage the overall Service Request systems which includes process design, procedures development, automation implementation, reporting and operationsDesign and operate business readiness, training, and awareness programs for use of core business applications and IT services such as securityTrain computer users, including 1-1 training, write training manuals, organize, and reference vendor resourcesPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresProvide technical assistance and support for incoming queries and issue related to computer systems, software, and hardwareCreate accounts and configure hardware as part of on-boarding processSupport Microsoft NAV/BC roles and permissions using Easy Security. Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit and troubleshootingSupport audio and video equipment in offices and conference roomsCreate monthly performance dashboards from service desk system. Providing visibility to metric summary and track along with defining improvements to gain efficiencies and higher internal customer satisfaction ratingsApply standards of hardware and software to the install, modify, and repair computer hardware and softwareManage and monitor internal assets to ensure accurate inventory recordsMaintain daily performance of computer systemsMaintain building security systems (keycards, camera, and alarm) and audit requests for door access/camera control systemsConfigure employee new hire accounts and process terminations. Including perform Quarterly auditsManage Verizon business accounts (Desk phones and cellular phones)Other duties as assigned by the supervisorEducation and/or Experience and QualificationsMinimum Education: Associates (A.A./A.S.) Degree in Computer Science or related degree, or equivalent experienceMinimum Experience: Five (5) years experience in Service Desk and/or Incident Management fieldsKnowledge, Skills and AbilitiesProven experience as a help desk technician in a Level 2 or 3 capacityITIL / ITSM experience, certification preferredWindows 10 and 11, Mac OS X, Office 365, Intune, MS Auto PilotOffice365, Azure Active Directory maintenance, Exchange Online, PowerShell, O365 Office Admin Center, EntraIDMac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)Client PC connectivity - ethernet, TCP/IP and FortiClient VPN, Azure Desktop,File server knowledgeTech savvy with working knowledge of office automation products, databases, and remote control.Good understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issues.Support other specialists at Twin Star.Proficiency in EnglishWorks under limited supervision for routine situationsExcellent communication skillsCustomer-oriented and cool-temperedAbility to travel 5%.RequirementsConsidering local candidates only.Monday- Thursday onsiteFriday -RemotePhysical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to outside weather conditions.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case-by-case basis.Standard SpecificationsThe above statements are intended to describe the general nature and level of work performed and represent minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties and 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. Employees will be required to perform any other job-related duties assigned by their supervisor.This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.