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Service Desk Analyst II

Parsipanny, NJ
Micro Strategies is looking for a Service Desk Analyst to join their growing team. The poistion will be located in our HQ's in Parsippany, NJ.

1.           Role Objective
 
As a responsible Service Desk Analyst, you need to provide a high level of customer service to our clients across a wide variety of incidents and service requests.
 
2.           Key Responsibilities
 
Provide both service transition functions and ongoing support activities, as well as assist in the development of Service Desk processes and procedures where required.
Provide support activities including Provisioning, Incident and Change Management across a wide range of technologies.
Provide an effective and efficient Service Desk service as a central point of contact between end users and the Information Services for the reporting and resolution of incidents and service requests.
Co-ordination and Interaction with business users via different modes of communication.
 
3.           Communication
 
Internal
Daily communication with the Engineering Team, Service Desk team, Practice Architects, Practice Development Leads, and Client Solution Executives. 
 
External
Communication with Vendor Partner Engineering Team, Client communication with engineering, project management and business teams during the implementation of solutions.  Client communication with end user and other stake holders during troubleshooting and problem resolution.
 
 
 
4.           Required Skills and or Experiences
 
 
Core Skills:  A strong multi-tasker with a keen eye for detail, well organized and thrive in a fast-paced, high-stress scenarios. In addition to these general skills and personality traits, Service Desk Analyst candidates should possess the following skills:
Work Related Experience:   5 + years of technology experience involving the following responsibilities:
  • Strong understanding and hands-on experience supporting Windows 10.
  • Strong understanding and hands-on experience supporting Windows Server 2012 – 2019.
  • Strong understanding and hands-on experience supporting Microsoft Hyper-V and/or VMware.
  • Strong understanding and hands-on experience supporting Office 2007-2016, Office 365 (administration and end user support)
  • Strong understanding of Microsoft Active Directory, Group Policy and User Permissions.
  • Basic understanding of network concepts and ability to perform basic network troubleshooting.
  • Experience supporting Microsoft Azure and ability to perform troubleshooting of Azure technologies.
  • Experience supporting and ability to perform troubleshooting of at least one backup technology (i.e., Datto, Veeam)
Industry Certifications:  One or more of the following certifications:
  • Current Microsoft 365 and/or Azure certification
  • ITIL V3 or V4
Preferred Product Knowledge and Experience: 
  • Experience with two factor authentications.
  • Experience with mobile device management
  • Experience with Service Desk Ticketing Tools
  • Understanding of Patch management. 
  • Understanding of Android and iPhone configuration
  • Able to prepare end-user and/or technical documentation.
Functional Competencies
  • Strong communication skills – ability to effectively engage a range of roles and skills when communicating with a Client (Security, Networking, and Infrastructure Engineers) with vendors, train users, and give instructions. Must be able to to work effectively with people of different national and cultural backgrounds in a team environment.
  • Strong customer service mindset.
  • Ability to adapt and learn quickly.
  • Ability to work independently, make decisions and effectively prioritize work without being given direction.. 
  • Attention to quality and capacity to meet deadlines.
 
Languages: English
Education:  BS, in computer science, or related field

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