Technical Service Analyst

Job Qualifications:

The qualifications we are looking for are mixture of work experience and educational background.

They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have) along with soft skills (competencies) needed for the role:

Minimum Qualifications:

• Hardware/Software experience with PC’s, laptops, and printers in a Microsoft Windows environment.
• Strong knowledge of Windows Operating Systems (e.g. Window 10); Mac OS and Windows Server a plus
• Knowledge of MS Office suite including Word, Excel, and Outlook (O365)
• Basic networking experience with Windows file sharing, NTFS, TCP/IP, and DNS.
• Ability to work in a team environment.
• Ability to prioritize effectively, and to perform proactively.
• Excellent oral and written communication skills.
• Strong troubleshooting and analytical thinking skills.
• A Strong dedication to quality customer service.
• Other Skills / Experience (nice to haves, but not required):
• ServiceNow
• ITSM - ITIL
• Active Directory
• Microsoft Exchange / O365
• Microsoft Teams

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

Expected Hours of Work: Rotational Shifts (24*7)

Day to Day responsibilities:

• Field incoming IT helpdesk requests from end users, in local and remote offices, in a courteous manner.
• Perform PC installs and maintenance.
• Perform hands-on server and network equipment installs and maintenance as required.
• Assist in preparing, revising, and maintaining procedures and documentation.
• Provide training of the operations and functionality of various applications, printers, and systems.
• Maintain technical problems history through a ticketing system.
• Participate in special projects as requested.
• Some miscellaneous administrative tasks.