IT Service Desk Analyst — Fast-Paced Support & Growth

Nextech; Melbourne (FL); On-site; USD 60,000 - 65,000; Full time

Job summary

Nextech in Melbourne, FL is seeking a Service Desk Analyst to provide day-to-day IT support and serve as the 'Face of IT' for the user community. You will deliver excellent customer service over phone or email, troubleshoot Windows and network issues, and assist with ERP incidents.

The ideal candidate has 3+ years in IT support, knowledge of Active Directory and Microsoft 365, and experience with ITIL processes. Knowledge of Mitel is a plus; exposure to HaloITSM and SCCM is preferred.

Qualifications

• Create, implement, and maintain new and/or improved processes and standard work which delivers an exceptional customer experience
• Identify needed areas for documentation, develop and implement cross-training/education plan with team members
• Perform the standard functions of a Service Desk Analyst
• Provide training on new hardware and/or software applications as needed
• Create user accounts and manage access control based on company policies Troubleshoot issues with Apple devices (iPhone/iPad) or Verizon mobile services Troubleshoot issues and assist users with ERP issues or elevate to the appropriate parties
• Other related duties as assigned

Responsibilities

• Expert knowledge of large (2000+ client) Microsoft workstation environments, including client-side interactions with Active Directory and Microsoft 365
• Demonstrated prior experience with large electronic management/deployment tools, such as Microsoft Endpoint/SCCM (preferred) or similar third-party tools
• Experience with Mitel phone system is a plus
• Experience with deployment and support Apple products (iPhone/iPad) and Verizon mobile plan management is required
• Prior exposure to HaloITSM is highly desired
• Knowledge of ITIL concepts and experience with robust incident and change management processes is desirable
• Experience with Citrix software or other enterprise-level thin client solutions desired
• Exceptional interpersonal and communication skills
• Ability to work in a collaborative, highly dynamic team, and fast-paced, growing environment

Skills

IT support

Customer service

Active Directory

Microsoft 365

ITIL knowledge

Education

BS in Information Systems or Computer Science

Tools

SCCM

HaloITSM

ERP systems

Job description

Nextech in Melbourne, FL is seeking a Service Desk Analyst to provide day-to-day IT support and serve as the 'Face of IT' for the user community. You will deliver excellent customer service over phone or email, troubleshoot Windows and network issues, and assist with ERP incidents.

The ideal candidate has 3+ years in IT support, knowledge of Active Directory and Microsoft 365, and experience with ITIL processes. Knowledge of Mitel is a plus; exposure to HaloITSM and SCCM is preferred.