General Summary

The Senior, IT Service Desk Analyst, is responsible for “Incident”, “Service Request” and “Deployment” including all aspects of desktop computer support, with a focus on trouble shooting and resolving issues both onsite, remotely and virtually. Additional tasks include performing PC builds, installing applications, deploying VoIP phones, and general administrative tasks within Active Directory and various PC application management consoles.

Primary / Key Essential Functions and Responsibilities

Manage the overall Incident Management and related Problem Management systems which includes process design, procedures development, automation implementation, reporting and operations

• Serve as the It Service Desk point of contact for customers seeking technical assistance over the phone or email

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• Identify trends in Incidents, determine root cause, and determine optimal resolution

Manage the overall Service Request systems which includes process design, procedures development, automation implementation, reporting and operations

• Design and operate business readiness, training, and awareness programs for use of core business applications and IT services such as security

• Train computer users, including 1-1 training, write training manuals, organize, and reference vendor resources

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures

• Provide technical assistance and support for incoming queries and issue related to computer systems, software, and hardware

• Create accounts and configure hardware as part of on-boarding process

• Support Microsoft NAV/BC roles and permissions using Easy Security. Includes creation of new roles, complex integration of exceptions and cross-functional roles, security audit and troubleshooting

• Support audio and video equipment in offices and conference rooms

• Create monthly performance dashboards from service desk system. Providing visibility to metric summary and track along with defining improvements to gain efficiencies and higher internal customer satisfaction ratings

• Apply standards of hardware and software to the install, modify, and repair computer hardware and software

• Manage and monitor internal assets to ensure accurate inventory records

• Maintain daily performance of computer systems

• Maintain building security systems (keycards, camera, and alarm) and audit requests for door access/camera control systems

• Configure employee new hire accounts and process terminations. Including perform Quarterly audits

• Manage Verizon business accounts (Desk phones and cellular phones)

• Other duties as assigned by the supervisor

Education and/or Experience and Qualifications

Minimum Education: Associate’s (A.A./A.S.) Degree in Computer Science or related degree, or equivalent experience

Minimum Experience: Five (5) years’ experience in Service Desk and/or Incident Management fields

Knowledge, Skills and Abilities

• Proven experience as a help desk technician in a Level 2 or 3 capacity

• ITIL / ITSM experience, certification preferred

• Windows 10 and 11, Mac OS X, Office 365, Intune, MS Auto Pilot

• Office365, Azure Active Directory maintenance, Exchange Online, PowerShell, O365 Office Admin Center, EntraID

• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

• Client PC connectivity - ethernet, TCP/IP and FortiClient VPN, Azure Desktop,

• File server knowledge

• Tech savvy with working knowledge of office automation products, databases, and remote control.

• Good understanding of computer systems, mobile devices, and other tech products

• Ability to diagnose and resolve basic technical issues.

• Support other specialists at Twin Star.

• Proficiency in English

• Works under limited supervision for routine situations

• Excellent communication skills

• Customer-oriented and cool-tempered

• Ability to travel 5%.

Requirements

Considering local candidates only.

Monday- Thursday onsite

Friday -Remote

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to outside weather conditions.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case-by-case basis.

Standard Specifications

The above statements are intended to describe the general nature and level of work performed and represent minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Twin-Star International

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Senior, IT Service Desk Analyst