Service Desk Analyst

Job summary

We are looking for a Service Desk Analyst who is passionate about effective solutions and clear communication and coordination with customers around critical and complex issues. Working with Systems Engineering and Cybersecurity departments to ensure critical issues and incidents are resolved on time and according to customers expectations.

General purpose of the position

This position is part of Service Desk department and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. This position is on-site at a customer location in the greater Santa Barbara area, and will report to the Director – Service Desk.

Job description

· Provide technical support for hardware and software issues related to Windows environments. Provide outstanding service to new and existing customers via in-person, telephone, and email. Answering phone calls and responding to customer’s emails.

· Troubleshoot and resolve networking issues, including DNS configurations and VPN connectivity.

· Assist users with Active Directory management, including user account creation and permissions.

· Analyze customer problems and provide timely solutions through remote assistance or on-site visits as needed.

· Document all support interactions in the service desk system (AutoTask) to maintain accurate records of issues and resolutions.

· Collaborate with other IT team members to enhance overall service delivery and improve processes.

· Deliver excellent customer service by communicating clearly and professionally with users at all levels.

· Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.

· Experience supporting/troubleshooting Microsoft 365, mobiles devices, and computer peripherals.

· Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.

· Assist customers in troubleshooting technical problems, and document and respond to customer issues.

· Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to remote Systems Administration or Systems Engineering teams.

· Advanced technical and troubleshooting knowledge of desktops and applications.

· Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.

· Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.

· Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.

· Experience in the following applications and protocols a plus: Datto RMM/Autotask, IT Glue, Enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare and Hyper-V.

· Ability to quickly assess situations and escalate issue to higher level technician when necessary.

· Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.

· Provide first level support for network related systems and issues.

· Thoroughly document issues on a regular basis in documentation management system and tickets.

· Ability, experience, and will to resolve 15-20 tickets a day.

Education and experience

· Bachelor’s degree in computer science is preferred.

· 4-6 years working full-time in an IT helpdesk, service desk or IT call center environment required.

· 2 years of server administration experience required. Domain management.

· Previous MSP experience highly preferred.

· Conversational and written English fluency required.

· Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).

· Proven experience in a technical support or help desk role.

· Strong knowledge of computer networking concepts, including DNS, VPN, and network troubleshooting.

· Familiarity with Mac OS environments is highly desirable.

· Proficient in using Active Directory for user management tasks.

· Excellent analytical skills to diagnose problems effectively.

· Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.

· Ability to work independently as well as part of a team in a fast-paced environment.

Job Type: Full-time

Job Type: Full-time

Pay: $22.50 - $31.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience:

• Software troubleshooting: 2 years (Required)
• Computer networking: 2 years (Preferred)
• Computer hardware: 2 years (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person