Provide Tier 2 Service Desk Analyst onsite in Vancouver, WA.
We are looking for someone with 5+ years of Service Desk Analyst- Helpdesk/Desktop Support experience in enterprise support, imaging, desktop support experience.
Duties and Responsibilities:
- First point of contact for users via phone, in person, or through the ticketing system.
- Provide Tier 1 / 2 hardware and software troubleshooting
- Provide Tier 1 Network troubleshooting for WAN and LAN connectivity, Routers, Firewalls, Security, DHCP
- Provide Root Cause Analysis for issues
- Provide support for our Internal Application Stack as well as Office 365, Windows 7/10, Active Directory user management (Azure, On-prem, 365), Exchange, Intunes
- Manage, configure and deploy end user equipment – desktops, laptops, tablets, phones
- Creation and maintenance of system documentation e.g. KB articles, user guides and training materials
- Escalate tickets that cannot be completed by service desk to other groups or members of IT
- Document and follow internal processes and procedures
Knowledge, Skills, and/or Abilities Required:
- Knowledge of:
- VoIP
- ITSM Ticketing systems
- Inventory management
- Network Monitoring Tools
- PowerShell
- Remote Tools
- VPN
- Critical Thinking, Methodical troubleshooting / diagnosis skills
- Technical awareness: ability to match resources to technical issues appropriately
- Accurately document details in the ticket and pay attention to detail
- Self-motivated with the ability to work in a fast-moving environment
- Strong work ethic is a must (reliable, punctual and dependable)
- Ability to lift up to 50 lbs., sit for periods of up 4 hours, comfortable working at heights
- Ability to work in a team and communicate effectively across all areas of the business
- Ability to multi-task and adapt to changes quickly
EDUCATION AND CERTIFICATIONS:
Required – Associates degree in computer science or a similar degree
Must have at least 2 of the following:
- A++ Certification
- MTA – Networking Fundamentals Certification
- MTA – Server Administration Fundamentals Certification
- MTA – Security Fundamentals Certification
- MTA – Windows Operating System Fundamentals Certification