ServiceDesk Analyst

Introduction:

The ServiceDesk Analyst will provide tier one support to all users within Focus Partners, both local and remote. They will manage tickets in the Systems Support Ticketing Queue and provide timely follow-up. Additionally, they will assist with the administration of Microsoft Windows Active Directory and be responsible for creating, disabling, and maintaining up-to-date Active Directory information for all users.

Responsibilities:

• Manage hardware deployment and tracking in the inventory management system
• Provide recurring re training on IT policies, procedures, and best practices
• Responsible for the setup of all new user accounts (AD, Phone, etc.)
• Responsible for the decommissioning of users
• Research and support new hardware and software, as needed
• Create and maintain technology documentation for the tools and applications supported by the Infrastructure team
• Stay up-to-date on new technologies and consider best-of-breed technologies to support business initiatives
• Look to improve current processes with ongoing evaluations of existing technology stack

Requirements:

• Bachelor's degree in Computer Science or equivalent education
• A minimum of 2 years of experience in IT helpdesk support with a proven track record and continued technical training
• Must be organized and efficient in a demanding work environment and serve as a strong Customer Service advocate for the Systems team
• Understanding and experience with Microsoft O365/M365, Mobile Device Management solutions, and Inventory management
• Workstation and server hardware troubleshooting and maintenance
• Basic networking knowledge, workstation troubleshooting and maintenance, workstation imaging, experience with DNS and DHCP, enterprise anti-virus management, and Windows support tools
• Experience with VOIP phone systems, Zoom, and Microsoft Teams collaboration tools
• Strong written and verbal communication skills
• Exceptional service skills
• Security-focused approach
• Mac OS support experience is a plus