Service Desk Analyst II - Information Tech (Evenings)

tannercareers; Carrollton (GA); On-site; USD 52,000 - 75,000; Full time

Job summary

Tannercareers is seeking a Service Desk Analyst to support a 3,000+ user environment and coordinate technical help across locations. You will handle calls, triage issues, and maintain the service desk database while liaising with IT staff and customers.

Ideal candidates will have a High School Diploma or GED and 3 years of related experience with service desk tooling; HDI certification is preferred and additional IT certifications are a plus.

Qualifications

• High School Diploma or GED is required.
• Associate degree or equivalent coursework with 60 hours is preferred.
• 3 years of related experience in customer service or a support role, preferably in a call center.
• Experience with service desk ticketing systems such as Cherwell, Altiris, Remedy or HEAT.
• Proficiency with Windows OS and Microsoft Office applications; Exchange experience is a plus.
• Familiarity with IP addressing, DNS, and DHCP; HDI-SoC Analyst Certification in progress or planned.

Responsibilities

• Provide telephone support for a 3000+ user environment and dispatch technical support to customer locations.
• Handle all incoming calls and escalate for software/hardware issues as needed.
• Maintain a service order database using the Service Desk Call Management software.
• Serve as liaison between technical staff and customers for Service Desk information.
• Assist with customer support and help determine urgency of calls.

Skills

Customer service

Call center experience

Technical support

Education

High School Diploma or GED

Associate degree or equivalent coursework (60 hours)

Tools

Cherwell

Altiris

Remedy

HEAT

Remote control tools

VMware

Citrix

Sun Ray

Microsoft Windows

Microsoft Office

Microsoft Exchange

IP addressing

DNS

DHCP

Job description

The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000-plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support, and maintaining a service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers.

Education

High School Diploma or GED

Experience

Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications

HDI Support Center Analyst

Qualifications

Associate degree or equivalent college coursework in pursuing a bachelor's degree in Computer Science or a related field, including 60 hours of degree coursework. 1 year of experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In place of educational requirements applicant must possess 3 years of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting, and resolving problems.

Experience working with thin clients or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software, and database software. Prefer the Microsoft Office Suite of applications (Word, Excel, Powerpoint, Access, and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS), and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification is required or able to complete in 6 months. Additional industry-recognized IT-related certifications are desired.