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.

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