Service Delivery Analyst - Tier 1 (Partial On-Site) 062624

Desired candidate is an aspiring IT technical professional who provides superior support to the end-user experience, with modest technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual would serve as the entry level support for our help-desk, addressing high-volume, simpler issues while escalating complex issues to Tier 2 techs.

Education and Experience:

• High School diploma or equivalent (Degree preferred)
• 1-2 Years of IT, Help Desk and/or MSP experience
• Competency Certifications are a plus (Microsoft, VMWare, etc.) CompTIA A+ is strongly weighted
  
  

Required Qualifications and Job Description:

• Excellent inter-personal skills; as good with people as you are with computers
• Experience providing high quality customer desktop support for desktop applications and devices such as printers; this includes fast response rates and accurate and thorough resolutions to desktop issues
• Experience providing phone support; with strong awareness of positive phone etiquette
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff
• Strong communication, presentation, writing and editorial abilities
• Strong organizational and time management skills
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• A passion for IT
• A+ Certification or equivalent (Google IT fundamentals is acceptable.)
• Ability to reliably commute to work site
  
  

Desired Qualifications:

• Experience with producing support documentation for supported products
• Experience with basic networking including wireless, wired, security and basic design
• Experience with corporate applications including Microsoft Office and Adobe applications
• Experience with Active Directory account administration
• Experience with Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the server)
• Familiarity with ITIL a plus
  
  

Teamwork:

A Tier 1 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance.

Leadership:

Acts in a self-directed manner; takes action before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems.

Opportunity:

This is a great chance to grow your skills as an IT tech. By having the opportunity to work with various client issues while being supported by a strong team environment, you will learn a lot, and quick. As such, we are looking for a hard-working fast-learner with strong communication skills.

Work environment:

This position will be a partial onsite role with at least one-day a week onsite to start, but has the possibility of progressing to 3 days a week onsite in the future.

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