Senior IT Service Desk Analyst

Job Summary

Operating as the senior most expert within the IT Service Desk Team, the full-time Senior IT Service Desk Analyst will provide second and third level technical support, serve as the primary escalation point, and oversee the day-to-day performance of the IT Service Desk while working remotely.

Key responsibilities

• Provide second and third level technical support and act as the primary escalation contact for IT Service Desk issues
• Oversee the overall performance of the IT Service Desk and mentor team members to ensure high-quality service
• Ensure proper documentation of incidents and continual improvement of the ticketing system, while assisting with ITIL compliance

Required qualifications

• Three (3) years or more of experience as a Service Desk Analyst or in a similar role
• Experience in installing, configuring, and maintaining end user workstation hardware and software
• Proficiency with Windows Server 2008 Active Directory and Microsoft Windows 7 operating system
• Solid understanding of Microsoft Office 2010/2012 and networking concepts including DNS, WINS, and DHCP
• Basic knowledge of VPN and Macintosh computers