IT Service Desk Analyst

Job Details


IT Service Desk Analyst

Germantown, Tennessee        Direct Hire       January 18, 2023


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IT Service Desk Analyst:
 - Perm
 - Onsite in Memphis (full onsite)

 

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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