OVERVIEW:
 

Our insurance client is looking for a Senior IS Service Desk Analyst Sr. to provide technical second level phone support to corporate WAN/LAN users.  Should be able to resolve most individual issues that don’t require actual hardware replacement.  Acts as department lead for staff assistance, training, and user issues.

Duties and Responsibilities:

• Provides phone response to network users.
• Opens user issue tickets in corporate-used tracking software.
• Provides a second level support for all open ticket issues.
• Follows up on open tickets until they are resolved.
• Performs administrative tasks associated with tracking software.
• Maintains database with user information, and equipment inventory.
• Assists in creation of, and upgrades to Service Desk database.
• Generates various reports as needed from corporate help desk tracking software.
• Gathers information for systems reporting, to provide user communications regarding system outages and availability.
• Acts as a liaison with the help desk and network engineers assigned to help desk tickets.
• Assists Network Support, as needed, in corporate wide software installations as well as updates.
• All other duties as assigned.

Education, Qualifications and Experience:

• High School Diploma or equivalent required.  College related courses/degree preferred.  Applicable IS certifications preferred.
• 4+ years helpdesk experience required.
• Must have a thorough knowledge of Microsoft Office.
• Excellent verbal and written communication skills required.
• Must have good phone skills.
• Must demonstrate the ability to conduct staff meetings and training sessions.
• Must be organized and able to manage several projects at one time.
• Should have a good understanding of Microsoft Office and any other Corporate “shrink wrap” software package.