Technical Analyst

The job function of the Technical Analyst I is to provide technical support and world class customer service to all our clients.

Responsibilities:

Assisting end-users who require assistance with any IT related issues or service requests.Resolving technical issues that may range from desktop/laptop support, password management, operating systems, office products, network connectivity, printer setup/configuration, and miscellaneous application/software programs.Responding to issues/questions regarding the functionality, performance and availability of business applications.Working closely with team members to ensure that the Service Desk function delivers at a service level consistent with the expectations of our clients.Working on improving or maintaining a high level of Service Desk performance through the use of generally accepted ITSM best practices such as ITIL.Working collaboratively with other IT department staff to ensure proper communication of information that may directly or indirectly impact the users of various information systems.Working closely and professionally with all Service Desk team members to promote a healthy teamwork environment and a high-performance culture.

Qualifications: 

Team Player and Strong Customer Focus is a mustCreating, disabling, adding members to groups, and performing password resets via Active DirectoryTroubleshoot and identify printer/scanner related issues, apply fixes as applicable, escalate to appropriate teams if neededAssist users with a variety of VPN related issues.Provide remote support to troubleshoot any issues that are occurring on desktop or laptopMust be able to troubleshoot and have common/advanced knowledge in Microsoft Office ProductsStrong background and experience using ServiceNow ticketing system is a plusProviding a world-class customer service experience to our clients is our top objectiveGood organizational and verbal communication skills a mustTroubleshooting mobile devicesEffective time management and prioritization of workload/responsibilities.