Service Desk Analyst

The Service Desk Analyst will provide mid-level support to an IT Service Desk team, resolving complex service requests and incidents, and ensuring all Service Level Agreements are met. The ideal candidate will have strong customer service and technical skills, with the ability to work efficiently in a fast-paced environment.

Requirements

• Ability to obtain DHS EOD
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits