Senior Service Desk Analyst
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Job Description
Senior Service Desk Analyst providing technical support for Upstream Rehabilitation's internal teams. Diagnosing and resolving issues while collaborating across IT operations.
Responsibilities:
- Provide technical support for computers, software, hardware and network issues.
- Respond to incoming tickets and escalations, ensuring timely and effective resolution.
- Troubleshoot problems by running diagnostics, asking clarifying questions, and walking users through solutions.
- Install, repair and configure hardware, software, and peripherals.
- Support PC setup and deployment for new employees using standard images and tools.
- Maintain system performance, inventory of equipment/software and accurate documentation.
- Train users on new hardware and software and follow up to ensure issues are fully resolved.
- Assign appropriate user groups in Active Directory.
- May require some travel to clinics.
- Other projects and duties as assigned.
Requirements:
- Associate’s degree in Information Systems or a related field.
- 1+ years of experience in a Service Desk or technical support role.
- Strong working knowledge of Windows 10/11, Microsoft Office 2019/365, and VPN technologies.
- Ability to evaluate technical issues, prioritize tasks, and determine effective solutions.
- Strong decision-making, problem-solving, interpersonal, and communication skills, with the ability to support users at all levels of the organization.
- Demonstrated ability to manage multiple tasks in a fast-paced environment.
- Excellent organizational and time-management skills.
- Ability to handle sensitive and confidential information with discretion.
Benefits:
- Annual paid Charity Day to give back to a cause meaningful to you
- 100% employer paid medical health insurance premium option available
- Dental and Vision insurance
- 401(k) with company match
- Generous PTO and paid holidays
- Supportive team and leadership invested in your success
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