Job Title

Shift: sun-thur 6am-3pm; Tue-Sat 10am-7pmQualifications, skills, and all relevant experience needed for this role can be found in the full description below.Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise.Required Skills -mobile phones, PC hardware, Mac software and hardwareJob Duties -Working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.Job Requirements -Provide service desk and desk side support (Level 1 and level 2) to all internal users • Position is for Monday through Friday; typically 8am - 5pm. Specific hours will be discussed during the interview process. Must be flexible; start early, stay late, occasionally work a Saturday or a Sunday as needed • Primary point of contact for customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc. • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required. • Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle • Use ServiceNow logging system to maintain projects and time reporting • Document, track, and troubleshoot incidents to agreed service standards and service levels • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors. • Develop and maintain system documentation, administrative and user guides • Conduct end-user orientation and training for new hires • Provision and administer user accounts, distribution groups, and security groups in Active Directory • Work alternative 3rd shift days and/or hours when needed in order to support 24x7 production environment. • Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed • Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing • Process equipment and software requests and record asset information • Hardware/ software lifecycle management • Provide VIP and executive support • Perform request fulfillment of moves & staff equipment changes at each location • Assist with regression testing of supported software through OS Patches and Upgrades • Push and install workstation and third party patches • Provide Windows OS, MAC OS, Mobile OS support Education: BS/BA degree preferred • Preferred Certifications: CompTIA A+ certified, HDI certified • 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues • Working knowledge and experience with most of the following: 1. Microsoft Deployment Toolkit (MDT) 2. MAC OS 3. SCCM • Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory • Familiarity with PC support tools and software distribution tools • Ability to work independently in a deadline driven environment • Self-starter, strong organizational skills and ability to prioritize workload • Strong oral and written communications skills • Ability to lift and install PCs, printers, etc. (up to 50 pounds) • Ability to maintain flexible work schedule to provide IT support for weekends • Experience using IT Service Management and knowledge base systems (e.g., service-now) • Experience supporting AV equipment is highly desirable • Experience providing asset management support • Experience using remote diagnostic tools for problem identification and resolution Hardware Supported: • Lenovo Laptops and Desktops • Macbooks • Surface Tablets • Mobile Devices & Tablets: Iphone, Android, Ipads • Cisco IP phones • Video Conference Devices including: Cisco, Crestron Software Supported: • Active Directory • Associated Press AP ENPS • Bit Locker Encryption • Browsers Edge, FireFox, Safari, Chrome • Cisco Call Manager • McAfee Antivirus ePO • Microsoft Exchange • Microsoft Office • FileMaker Pro • service-now IT Service Management and Asset Management • Cisco Jabber • Mac OS • PC Imaging • Understanding of networking (routers, TCP/IP addressing, etc.) • Windows (All versions) Service Desk Tools include: • InTune MDM • service-now IT Service Management, Asset Management • Cisco Finesse, Cisco Call Manager and Akkadian Provision Manager • Microsoft MDT for imaging • BomgarDesired Skills & Experience -skills and experience listed elsewhere on the SOF