Service Desk Analyst

LV Aero, LLC; Cleveland (OH); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Flexjet is seeking a Service Desk Analyst to provide first-level support for user requests. You will work with a team and be supported by IT infrastructure and in-house developers.

Responsibilities include handling requests via Zendesk, phone, or email; documenting issues; setup and maintenance of PC hardware; on-call rotation every 10–12 weeks; and collaboration with vendors.

Qualifications

• Bachelor’s degree preferred in business or computer science.
• 3–5 years of experience with hardware support.
• Microsoft Certification within 1 year of hire.
• Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.

Responsibilities

• Handle service requests via help desk system (Zendesk), phone or email.
• Monitor end-user problems and coordinate with appropriate personnel per incident processes.
• Document issues and troubleshooting steps.
• Setup, maintenance and repair of PC hardware, printers, networks, and related systems.
• Participate in weekly on-call support rotation (every 10–12 weeks).
• Review and update technical support documentation for accuracy.
• Collaborate with third-party vendors to resolve software/hardware problems.

Skills

Attention to detail

Time management

Autonomous work

Network fundamentals

Hardware troubleshooting

Customer service

Education

Bachelor’s degree in business or computer Science preferred

Microsoft Certification within 1 year of hire

Tools

Zendesk

Office 365

Azure

Intune

ITIL

Job description

Flexjet 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 hire

Required 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.