Function as the first point of contact and first level support for client’s end users, networks, and server issues.
Troubleshoot software, hardware and operating system issues.
Create detailed documentation of incidents.
Provide timely and professional communication with customer contacts.
Multitask on complex, diverse issues.
Monitor customer environments for faults, failures, and performance issues.
Proactively respond to emails, alerts, tickets, and phone calls from customers.
Escalate higher level issues to appropriate resources for in-depth investigation.
Stay current in evolving technologies.
Perform scheduled maintenance including server patching.

2+ years related experience with help desk or network support.
Windows 10, Windows 11, Microsoft Office Suite, Active Directory.
Experienced with Cisco network devices and Windows servers.
Demonstrated VMWare or Citrix knowledge.
Verbal: Demonstrates a clear and effective speaking manner.
Demonstrated ability to effectively interact with a variety of client and staff personalities and situations.
Communicates effectively with clients/end users to identify needs and resolve issues.
Communicate clearly and effectively using a telephone.
Written: Demonstrates a clear and succinct writing style to communicate effectively and clearly via email and other written forms of communication.

Service Desk Analyst I – 3rd Shift

Key skills