Full-Time Service Desk Analyst - Night Shift

Shift Assignment: Night Shift

Summary: The Support Analyst provides end-user support in creating documentation for recurring tasks and assists the team in setting up user accounts. This role diagnoses, troubleshoots, and resolves basic and moderate technical problems. Operating under defined processes and procedures, the analyst makes decisions regarding short-term priorities and work activities, requiring interpretation of guidelines, policies, and procedures.

Key Responsibilities:

• Performing day-to-day support work for 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): Level 4 (Required)
2. Office 365: Level 4 (Required)
3. Microsoft Exchange and Outlook: Level 4 (Required)
4. Windows 7/Windows 10: Level 4 (Required)
5. SharePoint: Level 3 (Optional)
6. ServiceNow ticketing system: Level 3 (Optional)
7. Active Directory: Level 3 (Required)
8. Virtual Machines: Level 3 (Optional)
9. Citrix: Level 3 (Optional)
10. Hardware Troubleshooting: Level 4 (Required)
11. Basic Network Troubleshooting: Level 4 (Required)
12. McAfee Drive Encryption: Level 2 (Optional)
13. Multifactor Authentication: Level 3 (Optional)
14. Blackberry Work: Level 1 (Optional)
15. Cisco Unity: Level 1 (Optional)
16. WebEx: Level 1 (Optional)
17. SCCM: Level 2 (Optional)

Other Skills:

• Excellent Customer Service Skills
• Experience with Virtual Machines and Citrix
• Knowledge of 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
• BS in IT or any related field (Preferred)

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