Senior Service Desk Analyst - INTUNE

Role: Senior Service Desk Analyst - INTUNE

Location: Hybrid. 3 days in Johnson City and 2 days remote (4 days onsite for first training week)

Industry: Utility

Contract: 6-12 months plus extensions

Hours: Monday to Friday, 8am to 5pm (can shift to 7am to 4pm or 9am to 6pm)

This position is responsible for providing advanced troubleshooting and resolution of hardware,

software and network issues, incident root cause, maintenance of corporate image and provide Tier 2 support for Service Desk Technicians.

Essential Duties and Responsibilities

Research, diagnose and resolve problems via real-time discussions/chat with Service Desk

Technicians

• Create, update, and maintain daily records in an ITIL based ticketing system
• Provide recommendations for the purchase of new equipment to meet company needs
• Provide advance technical support for all applications, tools, and utilities
• Create scripts and execute programs to manage software
• Evaluate software products and make recommendations
• Be available evenings and weekends for on-call agent
• Expert understanding of how technology is use in different settings office, field, training,

engineering, communications

• Monitor IT systems/application performance and security
• Endpoint management - assist in the deployment and management of software updates, OS patches and security updates
• Lead by example, demonstrating best practices in troubleshooting, customer service and documentation
• Assist in developing training programs and materials for IT Service Desk
• Provide process improvement recommendations to the manager and assist with implementation
• Assist in the development and enforcement of IT policies and procedures
• Customer-focused mindset with a commitment to delivering high-quality service
• Evaluate Golden Image for missing components, report issues to Service Desk Manager
• Work closely with Applications, Developers, System and Network operations staff to escalate issues to the correct group
• Participate in the evaluation of new hire candidates
• Proficiency with Windows operating systems and MacOS
• Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
• Experience with Active Directory, Office 365 including Intune
• Knowledge of working with ITSM tools
• Understanding of cyber security best practices and tools

Leadership Responsibilities

Team leadership experience preferred

Knowledge, Skills and Abilities

• Knowledge of information systems, products, and services
• Skilled in time management
• Skilled in multitasking, prioritizing, and changing priorities
• Skilled identifying, analyzing, and resolving problems
• Ability to communicate effectively, verbally and in writing
• Ability to listen and to understand information verbally and in writing
• Willingness to ask questions or ask for assistance as needed

Minimum Qualifications

Bachelor's Degree or related experience

• Certifications: CompTIA A+, Network+, Security+, Microsoft Endpoint Administrator Associate
• Seven to ten years of experience in computer setup and troubleshooting proficiency with Windows operating systems and MacOS
• Strong network fundamentals, including TCP/IP, DNS, DHCP, and VPN
• Experience with Active Directory, Office 365, and common enterprise applications
• System Center Configuration Manager (SCCM) Administrator training
• Intune Administrator training