Service Desk Technician Analyst

Description:

The Analyst, Service Desk Technician role research, resolve, and respond to questions received via telephone, self-service, email, voicemail, callbacks, and walk-ups in a timely manner, in accordance with the current IT service level agreements. Install new and recycled PCs and various hardware upgrade components. This includes swapping old/new computers for customers in a break fix environment. Acquire and maintain current knowledge of the relevant hardware and applications used by the customers of the Revantage Service Desk. Install, configure, and troubleshoot network components for all networked personal computers and printers for all companies supported by the Revantage Service Desk. Perform PC operating system and software installation and performance tuning including, but not limited to, memory optimization, and software application settings (standard and custom). Use ServiceNow software to create, edit, update and close work order tickets and customer profiles as needed. Work in conjunction with Revantage Service Desk specialists and other support teams in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction. Configure, deploy, and support company issued mobile devices. Coordinate disposal of all IT Endpoint related equipment. Provide enterprise level workstation management including compatibility testing, update distribution, reporting compliance and troubleshooting. Identify desktop application and OS vulnerabilities while prioritizing and implementing corrective measures. Maintenance of desktop management services including remote control, software distribution, asset management, and virus protection services.

Qualifications

Why This Role Is Valuable

Required
 

• Bachelor’s degree or foreign equivalent in Information Systems or a related field, plus 2 years of experience as a Computer Systems Administrator, Computer Systems Analyst or related.
• Skill: Microsoft Active Directory (user account management), Exchange, Office 365 (applications, email, messaging, collaboration), MS Teams. Windows Server (20XX), Windows 7/8/10/11 (laptop/desktop support), iOS and Android (mobile device support);
• Skill: Installation, configuration, and support of Microsoft Office and assorted software applications; knowledge of Office 365 as a SaaS platform;
• Skill: Troubleshooting and resolution of hardware/software issues (internet, VPN, email, browser, authentication/Okta), leveraging tools including Tanium;
• Skill: Administration of Microsoft Intune, Azure, and Office 365 for device, identity, and application management.