Service Desk Analyst - Hybrid

ROLE:

The Service Desk Analyst assists in all aspects of computer support for MRO employees, with a focus on troubleshooting and resolving issues both locally and remotely via the phone*

This is a hybrid role and requires at least 2 days in office per week and one and a half months in office training.

TASKS AND RESPONSIBILITIES:

1. General
   1. Serving as the first point of contact for customers seeking technical assistance over the phone or email
   2. Utilize the Salesforce CRM to document cases
   3. Monitor ticket activity to ensure tickets are being worked and resolved in a timely fashion with accurate and detailed information
2. PC/User Administration
   1. Performing remote troubleshooting through diagnostic techniques and pertinent questions
   2. Determining the best solution based on the issue and details provided by customers.
   3. Assign users and computers to proper groups in Active Directory
   4. Create multiple accounts for user community.
3. Operational Support
   1. Work with Desktop Support and Application Support for support related items
   2. Troubleshoot issues to determine root cause, identify solutions, or escalate appropriately.
   3. Document processes and procedures
4. Performs other duties as assigned.

SKILLS|EXPERIENCE:

• 1-3 years in a Help Desk, desktop support, or application support role
• Excels in customer service and is detail oriented with excellent verbal, written, interpersonal, and presentation skills.
• Effective problem-solving skills
• Knowledge of Windows OS, Active Directory, Exchange email administration, Salesforce, SharePoint and Office 365 suite.
• Familiarity with Google Suite
• Working understanding of TCP/IP networking and network devices
• Ability to thrive on a small team in a fast-paced environment.
• Associates degree and/or equivalent work experience along with a high school diploma (or equivalent) is required.
• Certifications a plus (A+, MCP, etc.)

• *This job description reflects management's assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.

Location: Norristown, PA, US

Posted Date: 11/23/2024