Service Desk Analyst

Job Title: Service Desk Analyst

Job Location: Carlsbad, CA 92008

Onsite Requirements:

• Positive attitude and team player
• 2 years+ technical support experience, wearing many hats
• Experience with Active Directory, MS Exchange and Windows OS

Job Description:

• The Service Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks.
• This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
• Problem resolution may involve the use of diagnostic and help request tracking tools, including Zoho, as well as require that the individual give in-person, hands-on help at the desktop level.

Standards of Excellence:

• Role model company Principles, Values and Beliefs (PVBs) inside and outside of the community.
• Utilize PVBs in all actions, decisions, and interactions with others.
• Develop and maintain effective relationships and two-way communication with all associates within Home Office and our communities.
• Approach all encounters with associates in a friendly, professional and customer-service oriented manner.

Essential Job Functions:

• Serve as the first point of contact for employee computer-related problems.
• Actively resolve problems and issues with computer and server systems hosted in Azure, while managing local Active Directory (AD) syncing to Azure AD to limit work disruptions and monitor all incoming calls, Service Desk Tickets, and all Tier 1 related issues with timely resolutions.
• Assist with implementation and support of 1st level reported issues.
• Plan and work with Level 2 and 3 Engineers to implement Azure and Intune solutions.
• Install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs of the company.
• Design and implement autopilot configurations with Level 2 and 3 Engineers.
• Perform installations, adds, moves, and changes for PCs, monitors, printers, MS Teams Phones, and related peripherals.
• Responsible for the maintenance, configuration, and reliable operation of computer systems and projects when needed.
• Setup, install, patch, and deploy Windows-based computers in a cloud environment.
• Help troubleshoot computers, VoIP telephone systems, mobile phones, and wireless networks.
• Manage password resets and account lockouts, ensuring synchronization between local AD and Azure AD.
• Perform archive restores.
• Work with our IT team to implement new software and hardware technologies.
• Track and maintain equipment and devices inventory.
• Other duties may be assigned accordingly depending on issues changing throughout the day.
• Create procedures and documentation to align with ITIL and ITSM best practices.
• Responsible for the maintenance, configuration, and reliable operation of computer systems, servers, and virtualization in Azure.
• Rotating on-call between Service Desk Team members.
• Install and upgrade computer components and software and integrate automation processes.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
• Provide documentation and technical specifications to IT staff for planning and implementing new Service Desk Analyst Job Description
• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.
• Support and troubleshoot tier 1 server and networking related issues.

Qualifications:

• 2 - 4 years college or university program certificate with a minimum of two years related experience in a computer, technical or Service Desk environment preferred; or equivalent combination of education and experience.
• Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems, and all Microsoft Office products necessary.
• Superb customer service skills including the ability to develop and sustain effective working relationships across the organization.
• Excellent written and verbal communication.
• Experience establishing and managing multiple priorities within established time frames.
• Ability to initiate, coordinate and organize projects and tasks through to completion.

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**