IT Analyst/ Service Desk Analyst

Triplenet Technologies; Everett (WA); On-site; USD 3,995,000 - 5,510,000; Full time

Job summary

Triplenet Technologies in Everett, WA is seeking a seasoned IT Analyst / Service Desk Analyst with very strong customer service and communication skills. Responsibilities include ticket triage, end-user support, and hands-on hardware imaging and deployment.

The role involves leading or following established processes, monitoring real-time alerts, and managing imaging and asset lifecycle activities. Ideal candidates will have Windows 10, Office 365 proficiency in a fast-paced multi-user

Qualifications

• Ability to self-manage and lead efforts after minimal instruction.
• Experience imaging and deploying desktops end-to-end.
• Experience in a Service Desk environment addressing end-user software and hardware issues.

Responsibilities

• Participate as a major contributor and/or leader to projects including Lifecycle PC Imaging, procedures review/creation, and inventory updates.
• Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or escalation).
• Monitor Service Desk and NOC alerting inboxes in real time and create tickets as applicable.
• Configure and deploy laptops and cell phones.
• Complete daily documented activities for customer-impacting items (e.g., addressing disk space in VMs and shared computers).

Skills

Customer service

Written communication

Verbal communication

Windows 10

Office 365

Networking

Ticketing

Procedures

Job description

Seasoned IT Analyst / Service Desk Analyst with VERY strong customer service and communication (both verbal and written) skills. Must be detail-oriented and able to lead the development of, or follow established processes and procedures, to execute the following responsibilities:

Day-to-Day:

1. Participate as a major contributor and/or leader to several projects:
   • Lifecycle PC Imaging - including procedures review and/or creation of procedures, as well as implementation of documented procedure. Maintain / update all inventory records.
   • Assist or lead the surplus of end of life technology assets.
   • Lead in the replacement of end of life VoIP(cellular) devices.
2. Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or appropriate escalation).
3. Monitor Service Desk and Network Operations Center Alerting Inboxes real-time (create tickets as applicable).
4. Configure and deploy laptops and cell phones.
5. Complete daily activities (documented) for customer-impacting items (i.e., addressing hard disk space issues on virtual environment computers and shared computers).

Qualifications and experience desired:

Required: Ability to self-manage and lead efforts after minimal instruction.

Experience building out (imaging) and deploying desktops end-to-end, experience working in a Service Desk environment to address and resolve end user software and hardware issues. Experience working with Windows 10, Microsoft Office 365 and Windows networking in a complex, fast-paced multi-user environment.

Must possess very strong customer service, communication and writing skills. Must be responsible, organized and able to self-direct under with minimal guidance. Must be proficient with following written instructions (and completing check-lists, updating electronic records, work order tickets, etc.).

Projects and functions to be performed:

Location: Everett

Duration: 2 to 3 Months

Pay: $35 per hour