IT Service Desk Analyst

Job Responsibilities

• Maintain ticketing and inventory systems that support end users.
• Help, guide and train our staff and end user base.
• Support and enforce security, policies, and procedures.
• Support and follow our IT Asset Management processes and procedures.
• Onboarding and offboarding end users along with onboarding training as required.
• Maintain knowledge of current technology, equipment, services, and standards for IT.
• Respond to telephone calls, emails, support tickets, or in-person requests for technical support.
• Help with technical support to the Real Chemistry end users, including all levels within reasonable working times and days based on the needs of the worldwide offices.
• Remote and onsite support for technologies and computer systems.
• Based in a company office to interact with upper-level management on an in-person as well as be present to answer all IT department requests from IT staff/Direction of IT leadership.
• Ability to set up and support conference rooms using apps and technology such as Zoom Rooms, Microsoft Teams Rooms, Logitech Meet Up, etc.

Required Skills and Qualifications

• 3-5 years’ experience in a Service Desk role.
• Completed an IT practitioners’ course/certifications or equivalent / proven track record and experience.
• Comfortable with AI technology such as Microsoft Co-Pilot / Co-Work.
• 1st and 2nd line support for the business.
• Good technical knowledge that accompanies excellent customer service.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Able to work well under pressure and deal with all angles of support at all levels (Examples: walk-ups, service desk, chat, and phone).
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Has a wide range of experience and applies to sound judgement to resolve complex issues in creative and effective ways.
• Ability to manage multiple concurrent issues.
• Manage, maintain, and add to our evolving KB’s/Solutions
• Demonstrated aptitude for learning new technologies.
• Team Player and able to work on your own initiative.

Advantageous

• CompTIA A+, N+, S+
• Microsoft MD100, 101, 102
• Microsoft Azure Fundamentals AZ-900
• JAMF 100, 200, 300