IT Service Desk Analyst II

RymanHp - Nashville, TN

Full-time

Remote - Nashville, TN

About the position

The IT Service Desk Analyst II plays a crucial role in supporting the service desk team and IT leadership by managing daily tasks and administrative duties. This position is responsible for ensuring the efficiency and effectiveness of IT services, strengthening the reliability and security of company data, and providing high-quality service to internal customers. The analyst will also assist in troubleshooting IT issues, maintaining documentation, and contributing to the overall success of IT projects.

Responsibilities

• Assist service desk team and IT leadership with daily tasks and administrative duties supporting daily, short- and long-term projects.
• Support current information technology goals and successfully support significant business goals.
• Ensure information technology services are efficient and effective.
• Strengthen reliability and security of company data and intellectual assets.
• Provide high level of service to internal customers and maintain a positive team environment.
• Receive and track initial trouble calls for IT issues from employees and ensure proper routing of requests for timely resolution.
• Use remote control tools to resolve problems and provide initial advice and assistance to users with follow-up when required.
• Minimize delays and potentially unproductive user time while exercising exceptional quality of customer service and adhering to company guidelines.
• Document and maintain a recording system for all incoming calls, assuring information integrity through effective logging of problem descriptions, steps to resolution, and appropriate resolution coding.
• Provide tracking mechanisms for evaluation and awareness of problem areas and create and share documentation in appropriate formats and locations.
• Follow security policy in identifying legitimate password reset requests and work closely with the IT team to provide timely and effective resolution to incoming calls.
• Utilize appropriate network administration, remote control, and knowledge resources for problem resolution.
• Provide input to knowledge management personnel for online documentation of common solutions and resolve desktop and system-based application problems.
• Perform troubleshooting of PC hardware, printers, network cabling, and operating system configuration.
• Identify problematic issues through help desk software and support system reports, perform root cause analysis, and work to prevent issues from occurring.
• Review and update help desk knowledgebase content to the repository and assist with various IT management tasks.

Requirements

• High school diploma or equivalent required; college graduate with IT related degree preferred.
• At least 2-5 years of prior IT experience in a service desk role required.
• Demonstrated skills in initiating and completing helpdesk initiatives.
• Flexible, customer-focused, independent/self-sufficient, open to learning, and a quick learner.
• Excellent communication skills, able to create professional documentation, visuals, and diagrams.
• Ability to generate and be open to new ideas; self-organized and able to work efficiently and effectively as a team player.
• Understanding of basic financial concepts.