IT Analyst, Service Desk
Posted
Summary
Hands-on service desk analyst delivering day-to-day application, network, and server support to FIDELITONE staff across a multi-site environment: resolving tickets under SLA, Level 1 troubleshooting, Active Directory account management, and device lifecycle. Core stack: Windows OS/Server, Office 365, Dynamics AX ERP, and WMS systems.
This is a hands-on position, with responsibility for applications network/server support and overall delivery of services to staff. The successful candidate will be a self-motivated individual with proven ability to fulfill service desk needs and systems support, and excellent communication within a team environment. While possessing the relentless dedication to customer service and a “do what it takes” attitude to meet the needs of both internal and external customers in service, sales, and operations, and our external clients. The IT Analyst, Service Desk will be responsible for the day-to-day operations of the company’s applications services as well as selective technology infrastructure, make recommendations for IT needs, and propose system enhancements that will improve the performance and reliability of the systems.
ESSENTIAL FUNCTIONS
- Maintaining customer satisfaction at every step of service delivery.
- Utilize the ticketing system to update, resolve, or escalate, Incidents, Requests or Problems in a timely manner based on Service Level Agreements (SLAs).
- Provide Level 1 remediation and identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network.
- Installing, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in the FIDELITONE network environment.
- Strong desktop OS troubleshooting skills and able to solve desktop/laptop related issues.
- Create and Disable user accounts via Active Directory.
- Identifying and preparing hardware for safe disposal.
- Ensuring the integrity and security of the company’s systems, including disaster recovery and back up.
- Resolving service desk issues, simple to complex.
- Ability to participate in crafting SOPs for new problems encountered.
- Ability to follow established SOPs to resolve issues.
- Support and maintenance of Company’s applications systems.
- Management of the Company’s electronic devices, including inventory, purchasing, installation, and training.
- Willingness to be on call, travel and respond to emergencies during after-hours (on-call rotation).
- Various other unknown duties assigned as the need arises.
This position requires a combination of exceptional interpersonal, communication, organizational, and various service desk and systems administration abilities.
In addition:
- Ability to work successfully in a team environment.
- Ability to interact with and collaborate with other departments in the company to solve problems.
- Knowledgeable of Outlook, O365 and various SMTP interface related systems.
- Windows Operating System (7/10), and related software.
- Windows Server 2012, 2016, 2019 active directory, group policy and DNS.
- Working knowledge of ERP systems (Dynamics AX).
- Working knowledge of WMS systems (Datex, PowerHouse).
- Ability to prioritize workload effectively according to needs of the organization.
- Ability to take initiative and work independently.
- Ability and willingness to learn new technologies.
- Associate Degree in IT field or equivalent experience. Bachelor's Degree a plus.
- Minimum of 1-3 years in a similar role.