Full-Time Service Desk Analyst

Service Desk Analyst

Provides end-user support by creating documentation for recurring tasks and assisting with user account setup. Diagnoses, troubleshoots, and resolves basic and moderate technical problems, operating under defined processes and procedures. Makes decisions about short-term priorities. Works with Helpdesk, Desktop Technology, and ATS teams on general IT problems. This is a Night Shift role.

Responsibilities:

• Performing day-to-day support for end-users
• Creating and deleting user accounts
• Assisting with ad-hoc projects and providing backup support to 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:

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

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