IT Service Desk Analyst

Germantown, Tennessee    •    Direct Hire   •    January 18, 2023

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Description

Responsibilities:

• • 1st and 2nd level technical support to internal staff and contractors
  • Respond to telephone, ticket queue, IM queue, and Walk-ins
  • User management via Service Manager, Active Directory and Office 365 Admin consoles (i.e., membership to software groups, email distribution lists, exchange, Office 365 licenses and settings, etc.)
  • Properly document steps taken to resolve incidents, including all successful and unsuccessful actions taken through to resolution in the designated ticketing system
  • Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
  • Escalate incidents as required
  • Identify and escalate trends and emerging situations allowing the IT Department to maintain service levels
  • Perform post-resolution follow-up on incidents
  • Develop help sheets and frequently asked question lists for end users
  • Facilitate user access management requests
  • Perform or coordinate access management reviews
  • Perform routine operational duties (e.g. reviewing log files)
  • Required to work after hours and weekends at times
  • Perform and/or coordinate asset inventory reconciliations
  • Perform corporate IT purchasing/receiving tasks as require
  • Special projects and other duties as assigned

The ideal candidate will possess:

• Post-Secondary Information Technology degree, diploma, or equivalent experience
• 2-3 years of previous IT Service Desk experience (required)
• ITIL certificate (Asset)
• Bilingual - French (Strong Preference)
• Experience working in the ServiceNow ticketing system (Asset)
• Excellent written and verbal communication skills
• Strong problem-solving skills with the ability to analyze and make an educated decision
• Detail-oriented
• Strong communication and interpersonal skills
• The ability to work cooperatively and collaboratively with other team members
• Experience with mobile platforms iOS and Android
• Strong knowledge of Microsoft products –
-Windows 7, Windows 10
-Excel, Word, PowerPoint, Outlook, Teams
-Office 365
• Ability to periodically travel
• Safety is a core value, so individuals must always remain alert and aware of their surroundings

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