Customer Service Analyst/IT Help Desk Experienced

JOB SUMMARY

Technical Help Desk Analyst

JOB DESCRIPTION

Location: 850 Cassatt Rd, 100 Berwyn Park, Berwyn, PA 19312

Summary:

This position will be responsible for maintaining the current toolset defined for each workstation within the organization as well as deployment, issuing and management of hardware, operation systems and software to all enterprise workstations. Assist staff with the installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, and software.

Keys: Hardware, Desktop/Laptop Support, O365, SCCM, Desktop Imaging

Responsibilities:

• Software support – Configure, reload, update and troubleshoot all company-approved software.
• Responsible for activities around major rollouts and releases including planning for deployments, communication and problem tracking and resolution.
• Documents all actions in an ITSM issue tracking system properly to ensure timely follow-up and resolution.

Preferred Education Requirements:

• Associates degree in IT/IS-related area of study from a two-year college or technical school or three year related experience, or an equivalent combination of educations and experience.

Basic Requirements:

• Minimum of three years’ prior experience in a computer support role, supporting both in office and external users.
• Previous experience in troubleshooting complex aspects of Windows platforms and applications.
• Previous experience troubleshooting network connectivity and VPN issues.
• Knowledge of imaging systems utilizing Microsoft System Center Configuration Manager (SCCM).
• Previous experience with client security tools, BitLocker Drive Encryption or comparable product preferred
• Knowledge and experience of Windows Active Directory (Computer accounts, Users and Groups)
• Superior customer facing skills, ability to provide support to executive leaders within the organization.
• Strong interpersonal, verbal, written and listening communication skills.
• Demonstrated organizational, planning and time management skills.
• Ability to foster strong working relationships within the team but also across the organization.
• Demonstrate ability to share knowledge with fellow team members.
• Ability to see an issue to resolution, document a solution and share with fellow team members or when possible eradicate the root cause.
• Proficient in a Windows environment, and in the use of MS Office software such as Word, Excel, Outlook.
• Proficient in the use of trouble ticket applications such as Service Now.
• Proficient in the use of multiple forms of communication (e.g. phone, email, and IM) to achieve objectives of the position.
• Ability to support software deployments and rollouts.
• Ability to interact with hardware vendors for break/fix issues.
• Innovative and resourceful approach to problem solving.
• Ability to rapidly learn new software applications and hardware.
• Ability to prioritize multiple tasks successfully without losing composure and compromising productivity.