IT Service Desk Analyst

This is a remote position.

We are seeking an IT Service Desk Analyst to join our team! The IT Service Desk Analyst is a hands-on position responsible for working with cross-functional groups within the organization to support client computing printing and telecommunications needs.

Strong customer focus attention to qualitative delivered services prioritization and effective communication are essential to the success of this position.

The Information Technology (IT) Service Desk Analyst is specifically responsible for working with the IT Infrastructure Manager to ensure that IT Service Desk services are supporting the commercialization of the business helping to make employees productive in their use of computing assets and supporting the IT applications team.

Core Job Responsibilities:

• Primary support responsibility for timely and planned response for first-level IT Service Desk tickets
  
• Perform technical troubleshooting and problem resolution involving
  • Client computing hardware (Dell & Apple)
    
  • Client computing operating systems (Microsoft Windows and Mac OS X)
    
  • User and password management
    
  • Security access rights
    
  • Client computing applications (including Microsoft Office)
    
  • Printing management
    
  • Telephony including phone setup and voicemail
    

Additional Responsibilities:

• Imaging of new and repurposed client computing equipment
  
• Manage cloud-based infrastructure solutions including email spam management audio/web conferencing and file sharing
  
• Coordinating equipment purchase repairs and returns with vendors
  
• Assisting IT Infrastructure Manager with design deployment and post-production support of IT infrastructure investments
  
• Provide status updates work plans written documentation test plans business continuity plans and training for administered systems
  

Tasks

You will be responsible for helping customers by providing product and service information and resolving technical issues.

• Handle customer inquiries and complaints
  
• Provide information about the products and services
  
• Troubleshoot and resolve product issues and concerns
  
• Document and update customer records based on interactions
  
• Relies on extensive knowledge and professional discretion to achieve goals.
  

Qualifications:

• Previous experience in IT Service Desk
  
• Ability to build rapport with clients
  
• Ability to prioritize and multitask
  
• Positive and professional demeanor
  
• Excellent written and verbal communication skills
  
• Significant ingenuity and flexibility is expected.
  
• Fluent in Spanish (Preferred)
  
• BMC Footprints Ticketing System experience or knowledge