Job description

Service Desk Analyst

New Haven, CT - HYBRID

Full Time

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

Preferred:

Ability to speak Spanish or French desirable

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 Qualification Required:

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

Preferred:

Associates in Computer Science preferred or BS in Business Administration/Info Tech focus

Job Type: Full-time

Salary: Up to $70,000.00 per year

Benefits:

• 401(k)

Experience level:

• 5 years

Schedule:

• 8 hour shift

Experience:

• Active Directory: 5 years (Required)
• Cloud applications: 5 years (Required)

License/Certification:

• ITIL Certification (Required)
• A+, Network+, MSDT or equivalent (Required)

Willingness to travel:

• 100% (Required)

Work Location: On the road

Speak with the employer
+91 972-521-7400

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