IT Service Desk Analyst

ABOUT YOUR ROLE WITH US

As an IT Service Desk Analyst, you will primarily support our awesome customers in the ongoing maintenance and support of their network and desktop environment. You will be providing Level I service desk assistance, remote monitoring, and problem resolution, and data entry. This position requires that you provide first-level support to clients in a professional, cheerful manner to ensure a clear understanding of the issue and next steps for resolution.

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REASONS YOU SHOULD JOIN US

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YOUR IMPORTANT ROLE

As an IT Service Desk Analyst, you will participate in several activities promoting the optimum operation of our customer's IT environment.

 This includes:

• Perform remote Level I client end-user support for hardware and software.

• Logs service requests as open tickets, maintaining status, and providing follow-up to client end-users and to the internal Managed IT Services team.

• Monitor system alerts and notifications and update service tickets to ensure adherence to Service Level Agreements (SLAs).

• Develop documentation for the client user community, such as FAQ, guidelines, and IT standards.

• Identify and escalate client support situations requiring urgent attention.

• Keep clients informed of incident progress, notifying them of impending changes or agreed outages.

• Forwards feedback or suggestions by clients to the appropriate internal team member/s.

• Proactively identifies and suggests possible improvements to procedures.

• IT Support relating to technical issues involving Microsoft core business applications and operating systems.

• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

• Researches questions using available information resources.

• Computer Troubleshooting to include Malware/Virus Removal, reports of Slow PC.

• Manage, support, and troubleshoot issues with client servers, email, and web services.

• Desktop/Laptop/Workstation Imaging and Deployment.

This may also include:

• Desktop/Laptop/Workstation Imaging and Deployment.

• Provide remote support, software loading, and troubleshooting for handheld and tablets.

• Assist and mentor new team members as needed.

• Participating in video content for marketing purposes.

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TECHNOLOGIES YOU WILL USE HERE

• Remote Management Tools.

• Service Desk Portal.

• Call Center PBX.

• Cloud-based Project Management and Collaboration tools.

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KNOWLEDGE & SKILLS THAT COME IN HANDY

• Bachelor's Degree or equivalent technical experience.

• Familiarity with manufacturing environments.

• Professional interpersonal and customer-facing skills.

• Ability to demonstrate initiative and meet deadlines.

• Interpersonal skills: such as communication skills, active listening, and customer care.

• Solid problem solving, organizational and analytical abilities.

• Team player with the ability to build strong peer and interpersonal relationships.

• Ability to work independently and as part of an integrated, collaborative, and global team.

• Self-starter with a sense of urgency.

• The propensity for learning.

• Diagnosis skills of technical issues.

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IMPORTANT FOR YOU TO HAVE

• One (1) to Two (2) years of experience working as an IT Service Desk/Help Desk resource. 

• Technical awareness: the ability to match resources to technical issues appropriately.

• This position requires a high level of interaction with clients. You must be a patient listener as well as an effective communicator.

• Typing skills to ensure quick and accurate entry of service request details.

• Understanding of support tools, techniques, and how technology is used to provide IT services.

• Basic understanding of networking principles: Client-Server networking TCP/IP Routing DNS DHCP.

• Basic knowledge of wireless security and wireless client configuration.

• Entry-level knowledge of Active Directory.

• Ability to perform basic user account administration.

• Basic understanding of network firewall/security technology.

• Malware and Spyware removal experience.

• Troubleshooting fundamentals.

• Excellent organization and documentation skills.

• You must be comfortable communicating via video conferences.

• US Drivers License.

• Strong written and oral communication skills in English.

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CANDIDATE PRIORITY CRITERIA

• Two (2) plus years of experience working as an IT support resource.

• A preference for individuals that have already worked in an IT Managed Service Provider environment.

• Fluency in other languages, such as Spanish, is a plus.

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IMPORTANT TO KNOW

• Your Reporting Location is Chesterfield, Michigan.

• You will contribute during a 40 Hour Work Week.

• A background and drug screening check will be conducted if an offer of employment is made.

• We offer a flexible working environment, and all positions are remote-office capable.

• We offer a strong platform for growth that enables professional and salary advancement.

• There are many opportunities for professional development paths within Systems-X, such as project management, cybersecurity, software development, and much more!

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HIRING PROCESS TIMELINE

• We’ll be accepting applications for this position through the end of the year.

• The initial interview will be conducted via video conferencing.

• You will be contacted via e-mail if you are considered for the position, and your interview will be scheduled within one week from our notice.

• Follow-up interviews will be conducted onsite.

 

Apply for the position today!