Job Description:
Service Desk Analyst who, under direct supervision, is responsible for troubleshooting application or device problems; determines if solution is known and publishes resolutions or workarounds in Jira Service Management Incident, Problem or Knowledge Management.
Responsibilities:
- The Service Desk Analyst provides tiers one support for team members to include: application, PC, laptop, peripherals, iPhones, iPads, and other telecommunications devices/supplies for all subsidiaries.
- The Service Desk Analyst provides superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.
- Escalate reports of chronic or unresolved problems to the appropriate team lead or manager.
- The Service Desk Analyst provides timely updates to internal teams as well as business/stakeholder communications on issues reported.
Qualifications:
- 1–2 years Enterprise Help Desk / Service Desk experience (Tier 1 required, Tier 2 ideal).
- Strong understanding of Active Directory concepts (including OU structure).
- Office 365 troubleshooting.
- Okta & MFA experience (Microsoft Authenticator preferred).
- Experience with Jira Service Management or similar ITIL/ITSM ticketing system.
- Strong customer service background (retail/restaurant acceptable if paired with IT experience).
- Ability to work onsite + support multiple shifts.
