Service Desk Analyst 12:30PM-9:00PM Shift

Mro - Norristown, PA

Full-time - Entry Level

Hybrid - Norristown, PA

Food and Beverage Retailers

About the position

The Service Desk Analyst plays a crucial role in providing technical support to MRO employees, focusing on troubleshooting and resolving computer-related issues both locally and remotely. This hybrid position requires a commitment to in-office training and regular attendance, ensuring effective communication and support for users.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Utilize the Salesforce CRM to document cases.
• Monitor ticket activity to ensure timely resolution with accurate and detailed information.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Assign users and computers to proper groups in Active Directory.
• Create multiple accounts for the user community.
• Work with Desktop Support and Application Support for related support items.
• Troubleshoot issues to determine root cause, identify solutions, or escalate appropriately.
• Document processes and procedures.
• Perform other duties as assigned.

Requirements

• 1-3 years in a Help Desk, desktop support, or application support role.
• Excellent customer service skills and attention to detail.
• Strong verbal, written, interpersonal, and presentation skills.
• Effective problem-solving skills.
• Knowledge of Windows OS, Active Directory, Exchange email administration, Salesforce, SharePoint, and Office 365 suite.
• Familiarity with Google Suite.
• Working understanding of TCP/IP networking and network devices.
• Ability to thrive in a small team in a fast-paced environment.
• Associates degree and/or equivalent work experience along with a high school diploma (or equivalent) is required.

Nice-to-haves

• Certifications such as A+, MCP, etc.