Service Desk / IT Analyst, Global Techbar

Full-time - Entry Level

San Francisco, CA

About the position

As a Global techbar IT Analyst, you will leverage advanced technologies and industry best practices to manage and resolve all assigned tickets, provide desktop support, manage IT assets, and contribute to project delivery. Your job is essential in ensuring seamless IT operations and exceptional Quality of Service. You will aim to resolve incidents and request tickets within 24 hours, maintain proactive follow-up with clients, and utilize cutting-edge tools and methodologies to enhance service efficiency and client satisfaction.

Responsibilities

• Deliver technical support through phone, self-service portals, chat, and walk-ins, ensuring a seamless and consistent customer experience.
• Log, track, and resolve service requests and incidents, ensuring accurate documentation in the ticketing system.
• Manage the entire lifecycle of IT assets, from procurement to disposal, using automated systems to ensure accurate tracking and reduce errors.
• Set up, test, deploy, and recover desktops, laptops, and peripherals to maintain a reliable IT infrastructure.
• Handle user setups, changes, and deactivations in Active Directory, Office 365, and other systems to ensure smooth onboarding and offboarding processes.
• Manage virtual desktop infrastructure (VDI) and ensure seamless user experiences across different workspaces.
• Maintain and update internal and end-user knowledge bases, ensuring they are comprehensive, accurate, and accessible.
• Conduct regular training sessions and workshops to enhance technical proficiency and reduce ticket demand by promoting self-service solutions.
• Suggest improvements to the Techbar service, including physical space enhancements and self-service resources, to empower users to resolve common issues independently.
• Plan and execute user desk moves using automated scheduling tools to minimize disruption and ensure efficiency.
• Build strong relationships with staff to understand their needs and improve IT service delivery.
• Report project and issue statuses clearly to stakeholders, ensuring alignment and transparency.

Requirements

• Undergraduate degree or college diploma in Computer Science, Information Technology, or a related field.
• Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Proven experience in software and hardware asset management, including the use of asset management tools and workflows.
• Proficiency in imaging software such as SCCM, Altiris, or similar tools.
• Experience with Microsoft Active Directory, O365 suite (Exchange Online, Teams, OneDrive, Intune, SharePoint Admin), mobile device management, VPN/network configurations, and various end-user software.
• Strong access management skills, including Active Directory and folder permissions.
• Solid experience with ITSM tools, preferably ServiceNow, for managing incidents, service requests, and change management.
• Advanced skills in Excel, including pivot tables, VLOOKUPs, charts, and data analytics.

Benefits

• Comprehensive benefits package
• Performance-based incentive plan
• 401(k) plan
• Paid time off