Service Desk Analyst

Title: Service Desk Analyst

Location: Remote

Duration: 0 3 Months Contract/ Contract to Hire

Job Description:

• Provide Level 3 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• "See the world through the eyes of the customer delivering world class desktop support for all client issues while responding to Level 1 and 2 service tickets. There is also the potential for Tier 3 support work in conjunction with a Senior Technician.
• Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Action daily midlevel to advanced infrastructure support incidents
• Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets to name a few.
• Execute basic system maintenance including software and operating system patching and software version upgrades.
• Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
• Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
• Creation and administration of user accounts on all group technology supported systems.
• Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements ( SLAs ) are being met.
• Contact third-party vendors for warranty service repair.

Requirements:

• Minimum 2 years of end user support
• Microsoft Operating Systems such as Windows 10,11 Microsoft Office 2010-2019 along with Exceptional experience MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.
• Provide midlevel - advanced support and guidance to end-users on all aspects of Office 365 applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suite.
• Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint. With some expertise in Azure services.
• Basic PowerShell experience, e.g., copy/paste (not writing script)
• Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
• Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virAnti-malware, Software Firewall, Web Filtering.
• Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls. Along with understanding of networking concepts and security principles in Azure environments.
• Experience with hardware troubleshooting (desktop/laptop, printer, mobile device)
• Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
• Familiarity with file system support including permissions, sharing, backups and restores.
• Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.)
• Experience troubleshooting file and print services.

Good To Have:

• Familiarity of ITIL, and ITIL best practices within an IT operations environment
• Certifications in AZ900, M365 fundamentals, ITIL V4
• Experience with Managed Service Providers (MSP)
• Experience with Market Data vendors, such as Bloomberg, Reuters, Factset