Service Desk Analyst III
Service Desk Analyst III
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1 Vacancy
Job Description
Job Title: Service Desk Analyst III (US Citizens Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications:
Responsibilities:
- Serve as the primary point of contact for escalated technical support issues from endusers and resolve or coordinate resolution.
- Diagnose troubleshoot and resolve complex hardware software and network issues.
- Provide advanced technical support for operating systems applications and networkrelated problems.
- Document track and follow up on all incidents and requests in the IT Service Management (ITSM) system.
- Identify and escalate recurring issues or systemic problems to appropriate teams or leadership.
- Collaborate with other IT teams including Network and Systems Administrators to resolve advanced technical issues.
- Provide mentorship and training to junior Service Desk Analysts and other team members.
- Perform root cause analysis and contribute to knowledge base documentation to improve future incident resolution.
- Maintain a high level of customer satisfaction through effective communication timely issue resolution and followups.
- Assist in the development and implementation of service desk procedures best practices and policies.
- Stay current on industry trends new technologies and emerging tools to ensure the Service Desk remains effective and efficient.
- Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
- Experience in an IT Service Desk or technical support role preferably at an advanced level (Service Desk Analyst III or equivalent).
- Proven experience with ITSM tools (e.g. ServiceNow Jira Remedy).
- Indepth knowledge of Windows macOS and Linux operating systems as well as common business applications (Office 365 VPN etc.).
- Strong understanding of networking concepts (TCP/IP DNS DHCP VPN etc.) and troubleshooting.
- Experience with Active Directory Group Policy and endpoint management tools (e.g. SCCM Intune).
- Previous experience in a lead or mentoring role is a plus.
- ITIL Foundation certification (or higher) is preferred.
- Relevant certifications (e.g. CompTIA A Microsoft Certified Solutions Associate (MCSA) or equivalent) are highly desirable.
- Strong problemsolving and analytical skills.
- Excellent communication skills both verbal and written.
- Ability to work effectively under pressure and prioritize tasks in a fastpaced environment.
- Strong customer service orientation with the ability to handle sensitive issues with professionalism.
Datadog). - Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
