Intermediate Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.

Intermediate Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.
 
We are looking for a Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.

Must haves:

• 3+ years of experience working with:
  • Windows desktop and server environment
  • VMware ESXi
  • Azure and Microsoft 365
  • ServiceNow
• A strong working knowledge of the ITIL framework
• Network management and monitoring experience 

Nice to have:

• Technical certifications would be considered an asset
• Azure AD
• InTune
• Windows server maintenance and configuration
• Firewall maintenance

Responsibilities:
 

• Manage the incident queue according to the set SLA’s and provide tier 2 support for escalated incidents and problems.

• Respond to inquiries and user issues, provide troubleshooting and configuration support, diagnose and resolve both hardware and software related technical issues remotely and in person.
• Log, track, resolve and reroute incidents and close out incidents using the IT service management system
• Assist with the full lifecycle management of infrastructure systems and services
• Communicate to peers and management on trends, significant problems and unexpected delays.