Full-Time Service Desk Analyst 2024-7433

Shift Assignment: Night Shift

The Support Analyst provides end-user support in creating documentation for recurring tasks and assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.

Day-to-day Support Tasks:

• Performing day-to-day support work for the company’s end users.
• Creating and deleting user accounts
• Assisting with Ad Hoc projects and backup support for the US Support team

Technical Skills:

Proficiency Level Required (R) /Optional (O)

• Microsoft Office (Word, Excel, PowerPoint, Access): 4 R
• Office 365: 4 R
• Microsoft Exchange and Outlook: 4 R
• Windows 7/Windows 10: 4 R
• SharePoint knowledge: 3 O
• ServiceNow ticketing system: 3 O
• Active Directory: 3 R
• Virtual Machines: 3 O
• Citrix: 3 O
• Hardware Troubleshooting: 4 R
• Basic Network Troubleshooting: 4 R
• McAfee Drive Encryption: 2 O
• Multifactor Authentication: 3 O
• Blackberry Work: 1 O
• Cisco Unity: 1 O
• WebEx: 1 O
• SCCM: 2 O

Other Essential Skills:

• Strong customer service skills
• Experience with Virtual Machines and Citrix
• Knowledgeable in Windows 7/10
• Strong analytical skills, spreadsheet skills, and business problem-solving skills
• Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
• Basic understanding of IT and insurance terminology (preferred)
• Ability to work well independently and as part of a team

Education:

• BS in IT or any related field (preferred)

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