Service Desk Analyst

2 weeks ago

Peterborough, Canada Flexjet Full time

**Overview**
- **Please note, the shift requirement of this position is Monday-Friday 6:30am-3:30pm EST.**

**Responsibilities**
- Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.
- Document issues found and troubleshooting practices.
- Participate in weekly on-call support rotation currently every 10-12 weeks.
- Review and update technical support documentation to ensure information is complete and accurate.
- Collaborate with third-party vendors to resolve software/hardware problems and disputes.
- Some light travel to our other Florida office locations will be required every few months as needed.

**Education & Experience**:

- Bachelor’s degree in business or computer Science preferred.
- 3-5yrs of experience with hardware support
- Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.
- Has or can achieve Microsoft Certification within 1 year of hire

**Required Skills & Qualifications**:

- Exceptional attention to detail
- Strong time management and prioritization skills
- Ability to work autonomously.
- Working knowledge of network wiring standards and protocols
- Critical thinking and problem-solving skills
- Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with mínimal direction.
- Ability to work under pressure and prioritize to complete tasks in a timely manner.
- Exhibits well-developed interpersonal skills that promote and foster a team culture.
- Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.
- Proficient interpersonal skills
- Training skills necessary to educate employees on the use of hardware, software and processes.
- Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility.

**Desired Skills**:

- SCCM knowledge is a plus.
- ITIL knowledge is a plus
- Office 365 Administration
- Microsoft Azure knowledge is a plus.
- Microsoft Intune knowledge is a plus.

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