IT Service Desk Analyst I - Full-time

About the position

Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.

Responsibilities

• Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements.
• Creates documentation necessary to install and provide ongoing support for current systems.
• Utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
• Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
• Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.

Requirements

• High School education; Technical Certificate preferred.
• 1 year experience in a Technical Support Call Center setting.
• Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory preferred.
• Skill in Imaging, Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients preferred.
• Excellent soft skills are a requirement.

Nice-to-haves

• CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP preferred.
• Hospital experience preferred.

Benefits

• Competitive salary and generous paid time off.
• Free parking.
• Monthly MTA bus pass subsidy-85% paid by GBMC if applicable.
• Company subsidized onsite fitness and wellness center if applicable.
• Pre-paid tuition to pursue professional development, additional certifications, and degree programs.
• Comprehensive health, dental, and vision coverage.
• 401 (a) and 403 (b) retirement savings plan.