The Service Desk Analyst II provides timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk. Analysts will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the case management system. The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. The analyst will maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, occupancy, and ready time in queue. Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction. Proactively identify and take steps to resolve or eliminate recurring incident types. Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency.

Summary/Objective

• Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into the case management system.
• Monitor tickets generated by Case Management Systems for critical problems; perform first-level troubleshooting to diagnose issues and escalate to the appropriate provider.
• Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
• Administer, configure, and maintain Microsoft Windows Server environments, ensuring optimal performance, security and reliability.
• Collaborate with IT team members to monitor, manage and troubleshoot M365 services including Azure, EntraID and Intune
• Assist with administering M365 services such as Exchange online, Sharepoint, Azure and other related applications
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on system operations and applications.
• Utilize all existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
• Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
• Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to customers.
• Administer Microsoft based systems as a shared responsibility, Active Directory, GPOs, DNS, NFS, and related enterprise management systems
• Administrative management of Web services such as IIS and Apache
• Ability to create new and manage email accounts in M365.
• Basic administrative support of databases such as Microsoft SQL and MySQL
• Work with a variety of proprietary customer applications for implementation and perform upgrades as required. As necessary, work with application support team for full resolution of any issues.
• Assist to develop internal documentation and procedures related to specific customer environments.
• Participate in after-hours (24×7) support on-call rotation, which will include calls on various technology platforms (including, but not limited to, Microsoft OS and basic network support)
• Participate in duties as assigned such as application support, patch management, client support activities, etc.

Position Type/Expected Hours of Work

Position is typically Monday through Friday, 8am to 5pm Eastern. Work time must be flexible for occasional outside normal business hours work based on client demand or need. Participation in an on-call schedule that is estimated to be one week on, six weeks off (on average).

Travel

Limited travel to/from the data center and/or client locations.

Competencies

• Proficient with wide range of technologies (Microsoft, Citrix, VMWare, Hyper-V, etc.)
• Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
• Customer focused
• Understanding of IT processes and procedures concepts
• Excellent troubleshooting capabilities
• Monitoring of server performance and troubleshoot problem areas as needed
• Basic understanding of M365 environments including, Azure, Entra ID, Intune, and others.
• Strong analytical and problem-solving ability to effectively prioritize and execute tasks
• Good written, oral, and interpersonal communication skills
• Ability to work within an on-call rotation as well as nights and weekends
• Highly self-motivated and directed with keen attention to details
• Ability to work both independently and in a collaborative team environment
• Ability to grow and learn new technologies
• Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required

Required Education and Experience

• 5+ years of experience with case management, troubleshooting, and service desk support.
• Minimum of High School Diploma Required
• Certificate and/or bachelor's degree in technology preferred

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