IT Service Desk Analyst (Tier 1) is Generalist Support Technician that provides intake, triage, and first level support of all contact requests from end users, using our ServiceNow ticketing system. The IT Service Desk supports a vast amount of different technologies and products across the companies we support. IT Service Desk Analysts must be constantly willing to grow & learn, following multiple processes, while ensuring their troubleshooting and information gathering with customers is properly documented. Both timeliness and response are critical success measures for the Tier 1 role, and there are multiple KPIs & SLAs that must be adhered to.
If Tier 1 requires assistance, it is expected that they will reach out to the appropriate team member on Tier 2, IT Operations, or IT Applications to see if more can be done at the Tier 1 level. If escalation is needed, this would involve a warm transfer of responsibility or partnership with the appropriate corresponding team member to close the incident.

Job Responsibilities

Identifies, diagnoses, and resolves issues in an IT Service Desk environment including, but not limited to:
PC desktop & laptop hardware, including working with various vendors as needed.
PC software installation & updates.
PC peripherals such as keyboards, mice, webcams, etc.
Security camera hardware & software.
Microsoft Outlook, Teams, Office, & other Microsoft products.
Global Protect VPN.
Active Directory & Adaxes.
General applications, both enterprise/internal & public.
Enterprise network / intranet, & Internet sites.
Printer/scanner functionality & installation.
Occasionally taking escalations from Management and ensuring consistent communications to all levels of staff, including IT Management & the affected customers.
Provide world-class customer service when speaking with customers or assisting other Technicians and provide support of all IT Service Desk functions.
Communicates resolution details to affected end users & IT Management as needed.
Always use sound judgment to ensure a safe and accident-free work environment.
Compliance with all Company policies and procedures.
Foster and maintain professional work relationships with operational leaders and co-workers.
Provides one-on-one remote problem resolution to end users, both over the phone and using available remote software tools.
Assists in the imaging & configuration of end-user PC desktop/laptop hardware, software installation & updates, peripherals, phones and other desk hardware, such as monitor mounts.
May be responsible for tracking and maintaining inventory as well as shipping and receiving.
Experience with Enterprise-level ticketing systems such as ServiceNow strongly preferred.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are requires of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Skills and Qualifications

Excellent interpersonal communication skills, both written and oral.
Strong organizational skills.
Excellent customer service skills, with ability to multi-task.
Must maintain a valid driver’s license and acceptable driving record.
Able and willing to travel 50% is expected of all Information Technology Support Technicians.
Two years’ experience providing end-user phone support for current PC desktop and application software OR Two years’ experience installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Bachelor’s degree with major in Information Technology preferred.
Focus and desire on learning various Information Technology skills.
Microsoft Certifications preferred.