Service Desk Analyst

Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. Respond to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary. Provide remote phone-based support in a heterogeneous technology environment, including support of Microsoft Productivity Suite, Dell/Apple hardware, Canon & Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred. Support all IP Phone based systems including troubleshoot hard & soft phone connection issues on the Avaya, Teams, and RingCentral platforms. Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up. Work directly with developers, project leads, and various business partners to understand and resolve issues. Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule.