Service Desk Analyst II - Remote Support & Windows Expert

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

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.