Service Desk Analyst

Flexjet LLC; Cleveland (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Flexjet LLC is seeking a Service Desk Analyst to provide first-level support for service requests. The ideal candidate will be customer-driven and work to understand user needs within a collaborative IT environment.

The role involves handling requests via Zendesk, phone, or email, and performing PC hardware setup and basic troubleshooting. Weekend shift may be required and on-call rotation occurs every 10-12 weeks.

Qualifications

• Bachelor’s degree in business or computer science preferred.
• 3-5 years of experience with hardware support.
• Strong knowledge of Microsoft Windows operating systems up to Windows 10.
• Ability to obtain Microsoft certification within 1 year of hire.

Responsibilities

• Handle service requests via help desk system (Zendesk), phone or email.
• Monitor end-user issues and communicate with appropriate personnel.
• Document issues and troubleshooting steps.
• Set up, maintain, and repair PC hardware, printers, networks, and related systems.
• Participate in weekly on-call support rotation (every 10-12 weeks).
• Define and understand break/fix concepts and communicate them clearly.
• Review and update technical support documentation for accuracy.
• Collaborate with third-party vendors to resolve software/hardware problems.

Skills

Customer-focused support

Break/fix troubleshooting

Windows 10 proficiency

Network wiring & protocols

Documentation & knowledge base

Autonomous work

On-call support

Strong communication

Education

Bachelor’s degree in Business or Computer Science

Tools

Zendesk

PC hardware setup

Job description

Current job opportunities are posted here as they become available.

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.