Technical Operations Analyst - Windows Administration

The Technical Operations Analyst - Windows Administration is responsible for providing technical support to business users and stakeholders in a professional, timely, and courteous manner. This includes receiving, prioritizing, documenting, and actively resolving/fulfilling end-user incidents and requests.

Requirements

• Act as a single point of contact for phone calls, chats, and emails from staff regarding IT issues and queries
• Answering and responding to all phone calls in a friendly effective manner (working towards SLA)
• Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
• Resolve escalated calls from the business
• Resolve 90% of first-time fix incidents
• Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune
• Extensive experience with ServiceNow and good knowledge of Incidents, Requests, Dashboards, and Reporting with basic understanding of Problem & Change
• Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement
• Promote teamwork and knowledge sharing
• Create, maintain, and review knowledge articles shared with all IT support teams
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time

Benefits

• Generous Paid Time Off
• 401k Matching
• Tuition Reimbursement