181938 - Service Desk Analyst
Industry
IT
Region
PA-Pennsylvania
City
Berwyn
State
PA
Rate
$25 to $27.00 DOE
Duration
6 Months
Description
Chipton-Ross is seeking a Service Desk Analyst for an opening in Berwyn, PA.

RESPONSIBILITIES:
The Service Desk Analyst will provide first and second line technical support to Client employees. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
" Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries by receiving, logging and managing calls via telephone and email
" Perform 1st and 2nd line support - troubleshooting of IT related problems from in-house software Laptops, PCs, Printers, Local Servers, Phones and VPN
" Perform Desktop imaging/reimaging of Laptops/PCs through SCCM/PXE Boot
" Setup and configure Desk and Mobile phones. Perform procurement of new phones.
" Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Manage access to data shares. Patching of Windows 7 servers.
" Monitor local backup status
" Perform Hardware recycling of old or returned equipment and hard drive data wiping and destruction per Data Destruction policy
" Manage application access to Corporate financial systems
" Provide support for Executive meetings, video/audio conferencing and presentations
" Provide basic in-house training in MS Office 365 applications used within the Association (Word, Excel, Outlook, PowerPoint)
" Draft and publish knowledgebase articles to assist staff and customers with requests for information & provide training if required
" Log all calls and support requests in the Service Desk Call Logging system
" Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
" Maintain a high degree of customer service for all support queries and adhere to all service management principles
" Escalate unresolved issues to the appropriate support team
" Advise management of critical customer support issues or dissatisfaction
" Travel to nearby or regional Client sites on need basis to provide support

REQUIRED EXPERIENCE:
" ITIL V3 certification is desirable
" Excellent communication skills and telephone manner
" Excellent organizational skills
" 2 years previous IT Service Desk and/or Desktop Support experience required
" Incident Management experience - Managing incidents including business expectations and communication
" Basic User & Security Group Active Directory administration experience
" Strong knowledge of Microsoft based operating systems and Office applications.
" Basic knowledge and experience troubleshooting network connectivity
" A self-motivated achiever who gains satisfaction from providing excellent customer service

EDUCATION:
Accredited High School Diploma/GED

WORK HOURS:
Full-Time

Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.

Contact
Zachary Fasano
zfasano@chiptonross.com
CHIPTON-ROSS, INC.
420 Culver Boulevard
Playa Del Rey, CA 90293

Phone: (310) 414-7800 x252 or (800) 927-9318 x252

Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.

Employment will be contingent on candidate clearing pre-employment drug screen and background check.

Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.