Job Description
WHO WE ARE LOOKING FOR:
The Service Desk Analyst II provides moderately complex support and rapid resolution to end users at Optiv Security for IT issues and update requests via the helpdesk. The Service Desk Analyst II will be required to address issues that are escalated due to complexity as well as provide informal, on the spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.This position will report out of our Denver HQ.
HOW YOU’LL MAKE AN IMPACT:
- Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.
- Troubleshoot and resolve end-user hardware, operating system, and software related problems.
- Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.
- Analyze and forward support issues that cannot be addressed by the HelpDesk to appropriate IT personnel.
- Install, configure, and test laptops/desktops, mobile devices, peripherals, and software.
- Responsible for new user setup including user account creation and image-based hardware deployments.
- Maintain inventory of hardware devices and software licensing. Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency. Complete assigned companywide rollouts of upgraded desktops, laptops, monitors and other computer equipment.
- Develop and update help desk documentation and procedures.
- Assist employees using Microsoft desktop operating systems (Windows XP, Windows 7) and applications. (Outlook, Word, Excel, PowerPoint, Visio, etc.)
- Develop technical knowledge and troubleshooting skills on the Optiv internal applications and IT environment.
- Perform other duties as assigned.
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