What are the responsibilities and job description for the IT Service Desk Analyst position at Peterson Technology Partners?
Job Description
This role is open for 3 locations - Fort Worth, TX ; Richmond, VA ; Miramar, FL
The Service Desk Analyst I provides first support for all internal customers to identify, investigate & resolve technical problems for any of our supported software & computing platforms in a professional & courteous manner. This position is to pursue first-call resolution including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.
Principal Accountabilities
This role is open for 3 locations - Fort Worth, TX ; Richmond, VA ; Miramar, FL
The Service Desk Analyst I provides first support for all internal customers to identify, investigate & resolve technical problems for any of our supported software & computing platforms in a professional & courteous manner. This position is to pursue first-call resolution including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.
Principal Accountabilities
- Provides primary Help Desk and troubleshooting support, while ensuring they are logged/monitored in ServiceNow. Works with other members of the Information Systems Department to troubleshoot more complex user technical problems.
- Takes primary responsibility for troubleshooting, researching and testing solutions to technical issues.
- Will play a key role in technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware, and preparing documentation.
- Must demonstrate strong customer service and team skills, including a patient, approachable demeanour and strong listening skills at all times.
- Performs predetermined work assignments with detailed instructions.
- Follows established guidelines, procedures, and policies.
- Works on assignments that are semi-routine in nature where the ability to recognize deviation from accepted practice is required.
- Contributions are usually limited to assignment related activities
- Escalate tasks to the correct support group for resolution when needed.
- Provide follow-up if necessary to ensure resolution has been met.
- Pursue First-call resolution when possible, including analysis & determination of probable cause by monitoring internal help desk system for the delegation, assignment and/or completion of trouble tickets.
- Dealing with dynamic and complex business and IT infrastructure environment. Supporting ongoing changes and integration efforts. 24/7 support operations.
- General awareness of computer systems, PC repair, and network management
- Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
- Ability to deploy, configure, and support operating systems on desktop and mobile
- Understanding and appreciation for information security within systems and user devices.
- Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
- Strong communication skills
- Microsoft office skills strongly preferred
- Must be highly customer focused.
- Familiar with IT standards and processes.
- Collaborative style of communication.
- Sets priorities and drives results.
- Follows values.
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