Service Desk Analyst (Deskside L2)

Deskside L2 IT support will provide quality remote and onsite support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Consult knowledge base to optimize problem resolution, track calls and enter solution data and follow through on resolution with end users.

Additional responsibilities: 

• Collaborate with cross-functional teams and operate as "smart hands" to ensure the smooth operation of IT systems
• Contribute to the Knowledge Base with updates to existing articles and generation of new articles
• Provide excellent user support to via phone, email or in person.

Requirements

• Experience: 1-3 years in a service desk or similar IT support role.
• Occasionally act as an escalation point for Critical outages outside of standard business hours
• Knowledge of Active Directory and M365 tools and processes
• Experience with Teams Voice or other VOIP solutions
• Familiarity of Citrix and AVD virtualization technologies
• Hands-on experience with user endpoints such as laptops, desktops, printers, scanners, and other peripherals
• ITIL knowledge including Incident, Service Request and Problem and Change Management
• Ability to drive and reliable transportation
• Experience with ServiceNow is a plus
• Network (Palo Alto and Arista) troubleshooting experience is preferred

Education:

• Bachelor’s Degree preferred
• ITIL, Network+, A+ , MS-900, AZ-900, SC-900 or Security+ certifications are preferred