IS&T Consulting Group
IT Service Desk Analyst III
The primary role of the IT Service Delivery Analyst is to provide support for business applications and systems. This includes help desk and desk side support duties as it pertains to end user’s systems and applications while meeting business SLA’s. Triage all incoming support incidents and requests to achieve resolution or escalate to correct towers for support.
Required Skills
| Skill | Years of Experience | Expertise Level | Skill Requirement Level |
|---|---|---|---|
| WINDOWS | 4-5 | 4 | Required |
| MDM - Mobile Device Mgt | 2-3 | 3 | Required |
| ACTIVE DIRECTORY | 2-3 | 3 | Required |
| VPN | 2-3 | 3 | Required |
| O365 | 3-4 | 3 | Required |
| INTUNE | 2-3 | 3 | Required |
| POWERSHELL | 2-3 | 3 | Nice to Have |
| VMWARE | 3-4 | 3 | Nice to Have |
Job Description
Essential Duties and Responsibilities
Customer Service/Service Delivery
Involves dealing with and/or responding positively to complaints, problems, etc. over the phone and in person
Manage Service Delivery/Help Desk Requests for service-related items including, but not limited to: Account Setup, Terminations and changes, Access control, password Resets, file/applications, printer, hardware diagnostics and special desktop setups
Logs all direct calls or email requests into ServiceDesk system and update request status
Triage all incoming incidents and request coming from the field or from our outsourced provider
Provide support for assign systems and business applications
Problem analysis and resolution and/or escalates accordingly
Procurement of all information technology related assets
Reconciling inventory across a variety of systems and statuses (in stock, in use, legal hold, etc.) as well as wiping/disposal activities
Ensuring timely delivery of goods, works and services using the team’s procurement procedures
Managing the refresh of assets for their assigned location
Assisting team members as needed to ensure the entire asset service is robust and operationally efficient
Meets business SLAs for first response and resolution
Drives business improvements through technology
Provides solutions for trending problems
Experience and Qualifications
Understanding of ITIL standards and practices.
5+ years’ experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
2+ years’ experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console.
Some experience in PowerShell Scripting
Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock).
Familiarity with VDI and VMWare
High school diploma or equivalent required
Experience building KB articles and technical documentation
Proven ability to manage and prioritize ticket queues
Experience in administering MDM solutions
Experience in troubleshooting AD permissions
Experience troubleshooting VDI and VPN.
Experience with power shell automation scripting
Fluency in English essential
ITIL Foundation certification – optional
Benefits
Competitive Pay
Holiday Pay
Referral Bonuses
Long-Term Career Advancement
Great Team Environment
Paid Time Off
Full-time employees eligible for Medical, Dental, Vision, Basic Life, AD&D and Short-Term & Long-Term Disability insurance on the 1st of the month following 60 days of employment
401(k) Retirement Plan after 90 days.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.