The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and Service Desk request tracking tools, as well as require the individual provide in-person, hands-on help at the desktop level. This role will be based at our Portsmouth facility and will report to the System Administrator.

Responsibilities: • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Perform hands-on and in-person fixes and installations for issues that cannot be handled remotely. • Deployment of various types of hardware, including, but not limited to desktops, laptops, and printers. • Assist in software releases and communication to the end users. • Field incoming requests to the Service Desk system to ensure courteous, timely and effective resolution of end user issues. • Build rapport and elicit problem details from service desk customers. • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Test fixes to ensure problem has been adequately resolved. • Develop Knowledgebase articles and information to assist end users. • Reinforce SLAs to manage end-user expectations. • Make changes in Active Directory as required. • Other duties as assigned.

Position Requirements: • Minimum of 3 years of Service Desk experience and/or a combination of college and/or work experience in an Information Technology related field. • MCP and A+ certifications are a plus.

Knowledge & Experience: • Knowledge of basic computer hardware, including but not limited to desktops, laptops, and tablets. • Experience with desktop operating systems, including Windows 10 and Windows 11. • Experience supporting Office 365 applications. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. • Strong documentation skills. Personal Attributes • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language. • Highly self-motivated and directed. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Experience working in a team-oriented, collaborative environment.

Work Conditions: • After hours availability dependent on need. • Sitting for extended periods of time. • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components. • Lifting and transporting of moderately heavy objects, such as computers, devices, and peripherals. • Occasional inspection of cables in floors and ceiling.