Service Desk Analyst

inMy Jet; Cleveland (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Flexjet in Cleveland, OH seeks a Service Desk Analyst to provide first-level IT support for end users. You will respond to requests via Zendesk, phone, or email and assist with hardware and software issues in a fast-paced environment.

You will document problems, assist with setup and repair of PCs, printers, and network devices, and participate in weekly on-call rotations to support operations outside normal hours.

Qualifications

• Bachelor’s degree in business or computer science preferred.
• 3–5 years of experience with hardware support.
• Strong knowledge of Microsoft Client operating systems up to Windows 10.

Responsibilities

• Handle service requests that come in via our help desk system (Zendesk), phone or email.
• Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel.
• Document issues found and troubleshooting practices.
• Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.
• Participate in weekly on-call support rotation currently every 10-12 weeks.

Skills

Attention to detail

Time management

Autonomy

Interpersonal skills

Communication

Problem-solving

Education

Bachelor’s degree in business or computer science

Tools

Zendesk

SCCM

Office 365

Azure

Intune

ITIL

Job description

# Service Desk AnalystFlexjetCleveland, OH, US5 days agoJob descriptionOverviewFlexjet is currently seeking a dedicated and committed Service Desk Analyst who will be responsible for providing first level support of service requests. The ideal candidate is customer motivated and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers.\\*Please note, the shift requirement of this position may include weekend days.Responsibilities•Handle service requests that come in via our help desk system (Zendesk), phone or email•Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.•Document issues found and troubleshooting practices.•Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.•Participate in weekly on-call support rotation currently every 10-12 weeks.•Candidates must be able to perform \\*break\\*fix\\* and MUST be able to define the term.•Review and update technical support documentation to ensure information is complete and accurate.•Collaborate with third-party vendors to resolve software/hardware problems and disputes.Education & Experience:•Bachelor’s degree in business or computer Science preferred.•3-5yrs of experience with hardware support•Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.•Has or can achieve Microsoft Certification within 1 year of hireRequired Skills & Qualifications:•Exceptional attention to detail•Strong time management and prioritization skills•Ability to work autonomously.•Working knowledge of network wiring standards and protocols•Critical thinking and problem-solving skills•Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction.•Ability to work under pressure and prioritize to complete tasks in a timely manner.•Exhibits well-developed interpersonal skills that promote and foster a team culture.•Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.•Proficient interpersonal skills•Training skills necessary to educate employees on the use of hardware, software and processes.•Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility.Desired Skills:•SCCM knowledge is a plus.•ITIL knowledge is a plus•Office 365 Administration•Microsoft Azure knowledge is a plus.•Microsoft Intune knowledge is a plus.Flexjet is an equal-opportunity employer. We aim to choose individuals who have the highest integrity; those who personify genuine concern for customers and fellow employees alike. More than anything, we look for individuals who grasp the importance of trust in an employer/employee relationship.