We are seeking a Service Desk Support Analyst to join the Information Technology Team. The Service Desk provides a single point of contact for technical support for internal customers.This position will report directly to the IT Service Manager and will be a subject matter expert for Mac and IOS support.
The Service Desk Support Analyst will be responsible for responding to incoming phone calls, e-mails, and support tickets and escalate as needed for timely resolution. Assist clients with support for Mac software, Windows software, proprietary software, computers, peripherals, basic computer connectivity, VoIP phones and mobile devices. Diagnose and resolve interoperability issues, security issues, system access, and authentication. Utilize call tracking tool in an effective manner; maintaining and ensuring accuracy of all logged information. Accurately and fully document all troubleshooting and resolution steps. Escalate critical incidents to IT Service Manager and other IT groups as needed. Share organizational and technical knowledge with other Service Desk team members. Create knowledgebase documentation. Follow standard operating procedures around security, compliance, process and documentation. Participate in projects and conduct testing of new software. Must be available for 11 AM to 7 PM CT shift.
Demonstrated ability to troubleshoot application, OS, and hardware issues with excellent problem solving skills
Knowledge of MAC OS a must. iPhone, iPad, iOS, Windows 10, office productivity software, document management and diagnostic software, including but not limited to Microsoft Office, Office 365, Teams Egnyte, iManage Work, Maas360/MDM, Adobe Acrobat, Citrix, and Remote Access solutions.
Excellent customer service interpersonal skills
Effective oral and written communications
Ability to work independently
Effective time management and work prioritization skills
Strong understanding of major cloud software and concepts
General knowledge of endpoint computing hardware
Working knowledge of active directory
1 - 2 years of Help Desk / Desktop support experience on MAC OS, Windows 10 operating systems and Microsoft Office 2016/365
Diversity and Inclusion at Segal:
At Segal, we are committed to a culture of diversity and inclusiveness, as demonstrated through our recruitment, retention and employee development programs. We maintain an environment that respects and builds on the assets and talents of each person, valuing their differences. We also engage in good faith efforts to maintain an environment free from discrimination and harassment in strict compliance with applicable laws, and consider all qualified candidates for employment without regard to their race/ethnicity, national origin, color, religion, gender, sexual orientation, gender identity or expression, age, disability or medical condition, protected veteran or military status, criminal record history, marital status, or status in any group or class protected by applicable federal, state or local law. We also engage in affirmative action to employ and advance in employment qualified women, minorities, disabled individuals and protected veterans. Maintaining a diverse and inclusive workforce is a win/win, and provides Segal with the opportunity to leverage our top talent to provide innovative solutions to our clients.