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Service Desk Analyst

Company: RennerBrown
Location: Port Saint Lucie
Posted on: April 5, 2021

Job Description:

Service Desk Engineers work as part of our Team providing remote technical support to customers in a 24X7X365 environment. In this position, you'll work on a wide variety of technical issues and be a part of a dynamic, collaborative team.
Position Responsibilities:

  • Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
  • Record, track, and document the service desk incident within the Service Desk application.
  • Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
  • Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
  • Add users, remove users, reset passwords, and change folder permissions.
  • Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.
  • Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.
  • Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications. Position Requirements:
    • 2+ years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
    • Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.
    • The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.
    • Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.
    • The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.
    • The ability to perform a variety of duties, often changing from one task to another of a different nature.
    • The ability to maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions.
    • A strong attention to detail so work is accurate and complete.
    • The availability to work flexible hours, which may include night shifts and/or weekends.
    • An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred
    • Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.

Keywords: RennerBrown, Port St. Lucie , Service Desk Analyst, Professions , Port Saint Lucie, Florida

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