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Job Description
Position
Summary:
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.
Essential
Functions:
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.
Skills
Required:
Demonstrated ability to troubleshoot application,
OS, and hardware issues with excellent problem solving skillsKnowledge 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
skillsEffective oral and written communications
Ability to work independently
Effective time management and work
prioritization skillsStrong understanding of major cloud software
and conceptsGeneral 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.
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