Service Desk Analyst

Service Desk Analyst

Job Description

JOB PURPOSE:
Under direct supervision, provide technical support to end-users for computer hardware, software, network, collaboration, communication, and productivity tools via phone, live chat, remote desktop, and messaging. You will also record the details of every customer interaction and advance complex issues to more senior technicians for resolution.

CORE DUTIES:
Provide first line of response to requests for various hardware, software, peripherals, and networking technical assistance. Provide remote problem resolution when possible.
Resolve basic end-user problems, and escalate as appropriate.
Install, upgrade, configure, and solve computing and communication devices and peripherals.
Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
Apply security standard methodologies.
Ensure users are assigned appropriate resources.
Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:
Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Knowledge, Skills, and Abilities:
Good communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology standard methodologies, including security (information security or physical security, such as asset management) to problem resolution and troubleshooting.
Familiarity with ITSM Ticketing systems like ServiceNow, Remedy, or ZenDesk.
Familiarity with remote desktop tools.

Required Experience:
3 yrs

PHYSICAL REQUIREMENTS:
Constantly perform desk-based computer tasks.
Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
Rarely kneel/crawl, climb (ladders, scaffolds, or other), write by hand, sort/file paperwork or parts, grasp forcefully.

Notes:
Onsite primarily
Shift timing/schedule: 8-5

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.