Senior IS Service Desk Analyst Infrastructure & Support
Direct Hire Nov 8, 2023
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.