Service Desk Analyst

TITLE - Service Desk Analyst

Location - New Haven, CT (Hybrid)

Job Description
Overview
Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices and printers). Assists users with troubleshooting and remediation technology related service requests. Provides support to internal users and field force.

Core Responsibilities

• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Escalates and coordinates services requests with staff assigned to service request.
• Recommends procedures and controls for problem prevention.
• Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.

Essential Competencies
Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients

Skill Qualifications

Required:

• Problem solving and troubleshooting skills
• Strong oral and written communication skills
• Strong interpersonal skills
• Strong listening skills
• Sound judgment in decision making
• Math skills
• Ownership and accountability for daily operational end user compute support
• Must be able to work relatively independently without constant managerial supervision
• Must have strong organizational, time management and relationship building skills
• This role requires daily interaction with our user community

Systems/Technical Knowledge:

• Demonstrated working knowledge of basic to moderately complex hardware and software products
• Service Management systems
• Remote support tools (i.e., Bomgar)
• Cloud applications (i.e., connected backup)
• Active Directory
• Microsoft and Macintosh operating systems
• Microsoft Word, Excel and PowerPoint

Education and Experience Qualifications

Required:

• 2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience
• A+, Network+, MSDT or equivalent professional certification

Preferred:

• Associates in Computer Science preferred or BS in Business Administration/Info Tech focus
• ITIL Foundation certificate required

Physical Demands
Must be able to remain in a stationary position for a majority of the workday.