Service Desk Support Analyst (IT Support Tech)

Reports To: Global Director of Infrastructure and Security Information Technology or Designee

Location: Three Oaks, MI

Position Type: Full Time

Status: TBD

Job Summary

The Service Desk Support Analyst role will be responsible for monitoring Service Desk tickets and resolving end user requests within established SLAs. Candidate must have the ability to work with minimal supervision, be self-motivated, and can handle multiple tasks simultaneously and prioritize work at all stages.

Essential Job Functions

· Provide support for the end-user community including remote users reinforcing SLAs to manage end-user expectations.

· Provide support for remote offices traveling to the remote offices when required.

· Image, deploy and support computer desktops, laptops, tablets, mobile phones, printers and related hardware and software.

· Manage IT assets, keep asset management systems up-to-date and manage asset disposal pickups.

· Active Directory and Azure/O365 administration including maintaining end user accounts, permissions, and access rights.

· Thoroughly record information into Service Desk ticket system to ensure resolution in compliance with service level agreements.

· Performs other related duties and projects as assigned.

Physical Requirements

· Ability to comfortably lift 50 pounds.

· Walking, standing, stooping, and kneeling throughout the day.

Knowledge

· Bachelor’s degree in technology or computer science or minimum 3 years equivalent work experience.

Experience

· Experience supporting Microsoft OS through Windows 11.

Skills

• Excellent problem-solving skills related to the resolution of PC hardware/software issues.
• Good understanding of Microsoft O365.
• Good understanding of computer imaging.
• Good understanding of network connectivity issues (TCP/IP).
• Independent thinker with a strong sense of urgency and strong customer service skills.
• Exceptional written and oral communication skills.

Note*

Every effort has been made to identify the essential functions of this position. However, this in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.