Service Desk Analyst
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Job Description
Technical leader providing advanced technical support via phone, email, and chat for IT services. Collaborating with teams to troubleshoot complex issues and develop knowledge base documentation.
Responsibilities:
- Provide advanced technical support via phone, email, and chat, handling support requests from other Service Desk agents
- Lead troubleshooting efforts for complex technical problems
- Participate in an afterhours and weekend On Call rotation
- Log and track all support requests in our ticketing system, ensuring accurate and detailed documentation
- Develop and maintain knowledge base articles, FAQs, and other documentation
- Identify and escalate recurring issues to appropriate teams
- Contribute to the development and implementation of service desk best practices and procedures
- Proactively monitor system performance and identify potential problems
- Participate in project work related to IT service improvements
- Communicate effectively with users at all levels, providing clear and concise explanations of technical issues and solutions
- Maintain a positive and professional demeanor at all times
- Participate in team meetings and training sessions
Requirements:
- Associate's or Bachelor's degree in IT or a related field preferred
- 3+ years of experience in a technical support role, preferably in a service desk environment
- Experience with ticketing systems (e.g., ServiceNow)
- Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, Active Directory)
- Extensive experience troubleshooting complex technical problems
- Strong leadership and mentoring skills
- Excellent communication skills, both written and verbal
- Ability to work independently and as part of a team
- Strong organizational skills and attention to detail
Benefits:
- generous, flexible vacation policy
- educational assistance
- comprehensive health benefits
- 401(k) employer match
- leadership and technical development academies
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