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Service Desk Analyst

Parsippany, NJ
We are seeking a Service Desk Analyst (level 2) for a fulltime perm position headquartered 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 level 2/3 escalation support to the level 1 Service Desk for end user and infrastructure incidents.
Create/update/maintain knowledgebase documentation used by the level 1 service desk.
Provide onsite support for project deployment and break fix issues that can not be resolved remotely.
Provide support activities including Provisioning, Incident and Change Management across a wide range of technologies.
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, Azure Active Directory Group Policy, and User Permissions.
  • Strong understanding of MFA and conditional access policies.
  • 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 Microsoft Intune
  • Experience with mobile device management
  • Experience with Service Desk Ticketing Tools
  • Understanding of Patch management. 
  • Understanding of Android and iPhone configuration
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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