Service Desk Analyst II - DC

Summary:

Receives calls from internal employees to help resolve issues with computer hardware.

This will include HP, Microsoft Surface, and Apple devices.

This will include responsibilities for imaging devices, deploying new hire setups, and retrieving devices.

Will work with hardware suppliers on device RMA.

Must have great customer service skills to provide new hire orientation regarding devices.

Responsibilities will also include supporting Audio/Video devices in conference rooms as needed.

Essential Job Duties:


* Advanced troubleshooting skills with computer hardware, Microsoft operating systems, as well as HP, Microsoft Surface, Apple desktop computer OS and hardware.


* Advanced knowledge with MDT, SSCM, Pixieboot.

Experience with BigFix and Autopilot a plus.


* Image computers to ensure an available supply for deployment.


* Ewaste devices no longer viable for use


* Maintain an accurate inventory of available devices and update the CMDB following receiving, deployment, and ewaste processes


* Review, update, and comment on ServiceNow Knowledge Articles.

The ServiceNow Knowledge Articles are the basis for completing user requests.

Providing updates when needed is required.

Periodic instruction of users in regards to equipment, software, and manuals.


* Coordinates activities of the help desk with those of the Network Services, Telephony, Development, or any other Information Systems group as circumstances dictate.


* Provide update, status, and completion information within tickets and during daily scrums.


* Other duties as assigned.


* Regular attendance is an essential function of the Service Desk Analyst II position.

Essential Skills Required:


* HP Hardware Certified


* Apple experience


* Microsoft Surface experience


* HDI / ITIL knowledge or certification a plus


* Technical Skills - technical and computer skills are required to assist users with their computer and software issues.


* Problem solving skills - Problem solving and proper issue diagnosis is key to this position.


* Communication skills - This position communicates with users who maintain a variety of technical skills and work in different departments.

The ability to communicate effectively is key.


* Time management - The ability to handle multiple cases and set priorities is critical.


* Team collaboration - This position will frequently work with other IT departments to resolve issues.

Collaborating with team members and co-workers is required.

Reporting Relationships:


* Reports to Manager, Global Service Desk

Requirements:


* High School Diploma or GED


* Good understanding of computers

Preferred:


* 1 year Service Desk Work Experience or Equivalent


* Bachelors degree in computer science or information systems


* Proficiency in foreign language (Spanish, Portuguese, French, German)

Physical Requirements:


* Ability to sit a computer terminal for long...