IT Servicedesk Analyst/Admin

IT ServiceDesk Analyst / Admin

What you’ll do

We are looking for a highly motivated and skilled Service Desk Engineer with 2-4 years of experience to join our team.

As a Service Desk Engineer, you will be the first point of contact for end users seeking technical assistance. Your primary responsibility will be to provide support and resolve IT-related issues efficiently and effectively. You will be working a rotational schedule, including night shifts.

Responsibilities include:

• Customer Support: Provide first-level support to end-users, answering inquiries and resolving technical issues.
• Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems.
• Incident Management: Log and manage incidents using the service desk ticketing system, ensuring proper documentation and timely resolution.
• Remote Assistance: Provide remote support to users, deploying software updates and patches, and configuring new systems.
• User Training: Assist in training and onboarding new users, ensuring they understand the tools and resources available to them.
• Documentation: Maintain accurate records of all support interactions, changes, and updates in the helpdesk system.
• Collaboration: Work closely with other IT team members to resolve complex issues and escalate problems when necessary.
• System Monitoring: Monitor system performance and network stability, reporting any irregularities or potential issues.
• Proactive Maintenance: Perform regular maintenance tasks such as updates, backups, and system health checks.
• Creates daily, weekly, and monthly reports for ServiceDesk Management Team

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience: 2 to 4 years of experience in a technical support role.
• Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft Office 365 Admin, and common IT applications. Familiarity with networking concepts and hardware configuration.
• Communication Skills: Excellent verbal and written communication skills. Ability to explain technical issues in a clear and understandable manner.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and troubleshoot issues effectively.
• Customer Service: Demonstrated ability to provide high-quality customer service and maintain positive relationships with end-users.
• Certifications: ITIL, CompTIA A+, or other relevant certifications are desirable.

Preferred Qualifications:

• Experience with ServiceDesk ticketing systems. Preferable Jira ServiceDesk
• Knowledge of cloud and SaaS services and Endpoint technologies.
• Good hands-on experience or understanding of employee onboarding and offboarding process.
• Exceptional communication skills with the ability to translate technical concepts for technical and non-technical audiences
• Ability to document technical processes and train both technical and non-technical teams for consistent operational success
• Self-starter with the capacity to work independently and lead initiatives while being an effective team player focused on collective goals
• Strong sense of teamwork, with a focus on achieving collective success and contributing to a positive team dynamic
• Good knowledge of Network best practices and concepts.
• Good Knowledge of Asset Management lifecycle.
• Good Understanding of cybersecurity best practices.
• Understanding skills in scripting for running the automation, system management, and process efficiency; PowerShell or Python preferred
• Understanding of identity and access management (IAM, SSO/MFA, SCIM), preferably with Okta, along with a strong comprehension of DNS and networking protocols.