IT Service Desk Analyst

*This position offers an in office work arrangement with a requirement to be local in the Cincinnati region. Applicants who cannot commute to the office should refrain from applying.*

Job Summary

The IT Service Desk Analyst provides the first point of contact technical assistance, support, and advice to Company technology users. In addition to being the first point of contact, the IT Service Desk Analyst also functions as a Deskside Analyst that performs escalated hardware and software troubleshooting that is not resolved via Level I activities. They also work with the company’s IT vendors on warranty equipment repairs. 

Essential Job Functions *

• Provides IT Service Desk support and resolves problems to the end user’s satisfaction
• Monitors and responds quickly and effectively to requests received through the IT Service Portal
• Monitors the queue and processes tickets first-in first-out based on priority ‘
• Provides technical support for hardware, software, and systems
• Modifies configurations, utilities, software default settings, etc. for the local workstation
• Manages PC setup and deployment for new employees using standard hardware, images and software
• Assigns users and computers to proper groups in Active Directory

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Bachelor's Degree in information systems or combination of education and equivalent experience required.  
• Minimum 2 years in the information systems industry preferably in the IT Service Desk and Deskside Support areas

Competencies – Knowledge, Skills, and Abilities

• ITIL Foundation Certified preferred
• HDI Service Desk Analyst Certified preferred
• Meets performance expectations.
• Effectively complete tasks associated with role.
• Utilizes the resources available to them.
• Prioritizes work to deliver objectives on time, and to the highest standard.
• Follows direction and seeks clarification when required.
• Accurately interprets the elements of a project plan.
• Brings forward any obstacles, or challenges to work completion in a timely manner

Operational Equipment

• Computer