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Service Desk Analyst

BROOMFIELD-80038, CO, US
07/17/2020

-

Required Skills

A+

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

Service Desk Analyst I

Broomfield, CO

FTE $40k/yr.

IT Support professionals, calling on you! Do you enjoy fixing problems utilizing your strong technical aptitude? Are you looking to capitalize on your excellent communication skills? Do you want to solve hardware and software problems? If so, this may be the role for you!

Day to Day:

Provide first and second level technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

Follow all company and department documented procedures and protocols.

Diagnose, identify, isolate, analyze, and resolve problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.

Support commercial software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.

Route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.

Maintain and update records in Incident Management system.

Qualifications

High School and one (1) year of technical support experience in a call center environment. Less experience may be accepted with additional education.

Proven hardware/software troubleshooting experience

Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat

Ability to work well with all teammates in a fast-paced SLA driven environment

Understanding of IT concepts/practices and experience with common service desk software.

Proven ability to think and troubleshoot logically and act decisively in critical situations

Experience supporting Microsoft Office, Windows OS, and Mac OS X

Experience with account administration and Identity Management tools

Required Clearance

Must be able to obtain and maintain a Public Trust clearance.

Desired:

3+ years of experience providing computer hardware/software support

ITIL Certification

Technical certifications such as A+, N+, MCP, MCSE, CCNA

Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and
other commonly used commercial products