IT Service Desk Analyst - Level 1

Belcan; Raleigh (NC); On-site; USD 74,501,000 - 80,231,000; Full time

Job summary

Belcan is seeking an IT Service Desk Analyst - Level 1 based in Raleigh, NC, to provide initial end-user support and manage service requests in a fast-paced corporate environment. The role will report to the IT Service Desk Manager and support operations across the U.S.

Ideal candidates will have a 2-year IT degree or equivalent, familiarity with VDI, Azure, Intune, and a willingness to travel up to 20% domestically.

Qualifications

• Associates degree in IT or equivalent; 2+ years IT experience preferred.
• Experience with ITSM operational services and ITIL framework preferred.
• Knowledge of Windows 7–11 and Office 365 applications preferred.
• Ability to work autonomously and communicate effectively in writing and verbally.
• Willingness to travel up to 20% within the United States.

Responsibilities

• Provide initial end-user support, tracking, and resolution for IT service requests.
• Escalate issues to next level or management as needed.
• Maintain clear communication with end users and coordinate with IT teams during resolution.
• Document knowledge and recommendations for IT Service Desk operations.
• On-call 24x7 support on a rotating basis.
• Uphold standardized processes and IT security policies.

Skills

Customer service

Effective communication

Problem solving

Autonomy

Education

Associate of Science in IT / CS

Tools

Azure

Intune

RDP

TeamViewer

GoTo

Office 365

Job description

Job Title

IT Service Desk Analyst - Level 1

Salary

$26 - $28 / Hr

Contract

6+ Months

Location

ZIP Code: 27609

Job Description

2-year degree some certs like a+ are a

• Need to have worked in a VDI environment (where thin machines were heavily used) bonus points for AVD
• Familiar with Azure and Intune
• Worked in companies that had many locations 100+ and they are used to troubleshooting local network issues and backup internet issues

The IT Service Desk Analyst will be primarily based out of the clients Raleigh office, with operations throughout the U.S., and will report directly to the Manager, IT Service Desk. This position will have the overall responsibility for supporting the initial level of end user issue management / service request support, tracking, escalation, and resolution within the corporate service management environment. real world experience in some sort of VDI environment.

Duties & Responsibilities

• Completes the assignments, projects, and tasks to meet objectives and/or goals defined for the IT Service Desk team.
• Completes the daily activities assigned to the IT Service Desk team.
• Provides initial support, tracking, and resolution for end user issues and service requests within the IT service request ticketing solution (incident, problem, change management).
• Escalates end user issues and service requests to next level of support or management as necessary.
• Maintains communication with end users and acts as a liaison to the various support or IT team(s) throughout the resolution process.
• Documents technical knowledge and recommendations for the IT Service Desk.
• Interfaces and/or supports the IT End User Computing team, IT Network Management team, IT Systems Management team, IT Telecommunications Management Team, and Security and Compliance teams as necessary.
• Documents, ensures, and adheres to standardized processes and procedures, IT Security policies, principles, and practices.
• Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
• Provides on-call 24 x 7 support on a rotating basis.
• Other duties as necessary.

Qualifications & Education Requirements

• Associate of Science in Information Technology / Computer Science or equivalent combination of education, certification, and experience preferred.
• 2+ years" experience in Information Technology preferred.
• Experience with IT Service Management (ITSM) operational services preferred.
• Experience with Information Technology Infrastructure Library (ITIL) framework preferred.
• Experience supporting corporate IT infrastructure preferred.Experience providing corporate end user support preferred.
• Knowledge of basic computing operations / devices (laptops, desktops, tablets, mobile devices) preferred.
• Knowledge of endpoint response or antivirus solution management preferred.
• Knowledge of Microsoft M/O 365 administration (including email) preferred.
• Knowledge of mobile device management (iPhone, Android, etc.) preferred.
• Knowledge of remote workstation administration (RDP, GoTo, TeamViewer, etc.) preferred.
• Knowledge of Microsoft Windows 7 - 11 Client OS administration and Office Suite administration preferred.
• Knowledge of Microsoft Office suite of products (Word, Excel, Outlook, PowerPoint, Teams) preferred.
• Knowledge of Microsoft Windows Active Directory preferred.
• Ability to work autonomously.
• Critical thinking, judgement, and decision-making skills.
• Ability to communicate effectively through written and oral communication.
• Robust attention to detail, organization, and time management skills, as well as the ability to work in a fast-paced environment.
• Knowledge of principles and processes for providing customer services.

Travel

• ***Travel - This position may potentially require travel, up to 20% (in the United States)

Physical Requirements

• Ability to lift to waist up to 50 pounds.
• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Requires close vision for computer work and reviewing correspondence.
• Work is performed in a controlled office and manufacturing environment, noise levels within acceptable safety levels, paper dust, etc.

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.