The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000 plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support and maintaining service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department?s wide variety of customers.

Education
High School Diploma or GED

Experience
One year of related experience. Requires a working knowledge of standard practices and procedures.
Qualifications

Associate degree or equivalent college course work in pursuing a bachelor's degree in Computer Science or related field, including 60 hours of degree coursework. 6 months experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In lieu of educational requirements applicant must possess 12+ months of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting and resolving problems.

Experience working thin client or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software and database software. Prefer Microsoft Office Suite of applications (Word, Excel, Power point, Access and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS) and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification desired.

Associate degree or equivalent college course work in pursuing a bachelor's degree in Computer Science or related field, including 60 hours of degree coursework. 6 months experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In lieu of educational requirements applicant must possess 12+ months of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting and resolving problems.

Experience working thin client or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software and database software. Prefer Microsoft Office Suite of applications (Word, Excel, Power point, Access and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS) and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification desired.