Full-Time Service Desk Analyst 2025-7488

Shift Assignment: Night Shift

The Support Analyst provides end-user support including creating documentation for recurring tasks and assisting the team in setting up user accounts. This role diagnoses, troubleshoots, and resolves basic and moderate technical problems. It operates under defined processes and procedures, making 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 to support users with general IT problems.

This is a Night Shift role.

Responsibilities:

• 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:

1. Microsoft Office (Word, Excel, PowerPoint, Access): 4 (Required)
2. Office 365: 4 (Required)
3. Microsoft Exchange and Outlook: 4 (Required)
4. Windows 7/Windows 10: 4 (Required)
5. SharePoint knowledge: 3 (Optional)
6. ServiceNow ticketing system: 3 (Optional)
7. Active Directory: 3 (Required)
8. Virtual Machines: 3 (Optional)
9. Citrix: 3 (Optional)
10. Hardware Troubleshooting: 4 (Required)
11. Basic Network Troubleshooting: 4 (Required)
12. McAfee Drive Encryption: 2 (Optional)
13. Multifactor Authentication: 3 (Optional)
14. Blackberry Work: 1 (Optional)
15. Cisco Unity: 1 (Optional)
16. WebEx: 1 (Optional)
17. SCCM: 2 (Optional)

Other Requirements:

• Excellent 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

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