CP-BUF
Our client is looking for an experienced Service Desk Analyst to work at their Erie, PA location. This role will offer you an exciting and challenging work environment where top performance is recognized and rewarded. Our client’s commitment to excellence and customer satisfaction sets them apart, and their IT Service Desk plays a crucial role in delivering exceptional support and ensuring seamless technology operations. This is a hybrid role that will require day travel to locations around Erie, PA and neighboring areas in New York State so schedule may vary.
PRIMARY RESPONSIBILITIES:
Serve as the point of contact for IT-related inquiries and incidents, providing exceptional customer service via various channels (phone, email, chat, in person).
Document incidents and service requests in a detailed and accurate manner, ensuring proper ticket management and adherence to established protocols.
Support in office and remote employees with hardware and software support including application deployment, and PC Imaging and deployment.
Efficiently diagnose and resolve complex technical issues. Collaborate with vendor support and cross-functional teams to drive incident resolution.
Contribute to the creation and maintenance of knowledge base articles and support documentation.
Ability to travel to multiple locations in support of IT needs in New York and Pennsylvania service territories.
MINIMUM QUALIFICATIONS:
3-5 years’ experience in an IT Service Desk or technical support role, demonstrating strong troubleshooting and problem-solving skills with a customer focus and a passion for delivering exceptional service.
Strong knowledge of Windows OS (10/11), including imaging, group policy, file/folder permissions.
Hardware troubleshooting experience focused on modern desktop/laptop/tablet/printer equipment.
Familiarity with ticketing systems and remote support tools and remote application deployment tools.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
PREFERRED QUALIFICATIONS:
High level of initiative, professionalism, and leadership with strong interpersonal/communications skills.
Well organized and self-motivated with focus on strong customer service and issue resolution.
Exceptional analytical and problem-solving skills with strong technical competencies.
2-4 years’ experience in End User Computing, Systems Administration or Systems Engineering (or equivalent).
Experience with Remote deployment and scripting in PowerShell/Batch. Package Manager/IVANTI Endpoint Manager a plus.
Experience working in and manipulating –
o Active Directory & Azure AD
o Windows Group Policy
o Windows Server 2016/2019 (and newer)
o Intune (or other MDM)
o VMWare Horizon/vSphere
o M365 Admin Center
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