Service Desk Analyst - Virginia, Virginia Beach

The announced job offer is made public by the firm: DroneUp LLC and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Virginia at the city Virginia Beach, in the country US - at this current ZipCode: 23462

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Description:

DroneUp is seeking a Service Desk Analyst to support on-site and remote users throughout the company. The Service Desk Analyst is a tech-savvy, creative problem solver responsible for providing technical assistance with computer systems, hardware, and software while working in a dynamic and rapidly-changing work environment.

Responsibilities

• Respond to requests for assistance on the phone, via email, in person, or through remote access
• Troubleshoot recurring technical issues and suggest solutions to address the root of the problems
• Investigate, independently, and implement solutions to technical issues
• Deliver IT support for operating systems, productivity software, and a variety of other applications used internally
• Diagnose and resolve technical hardware and software issues logging all Service Desk interactions
• Research questions using available information resources
• Follow up with customers and users to ensure complete resolution of issues
• Identify and escalate situations requiring urgent attention informing management of recurring problems
• Track and route problems, requests, and document resolutions
• Stay current with system information, changes, and updates
• Compose and assist with editing and updating training manuals for new and revised software and hardware and train new employees as needed
• Update and maintain company knowledge base
• Participate in development of client training programs by identifying learning issues and recommending instructional language
• Update job knowledge by participating in educational opportunities and maintaining personal networks
• Other duties as assigned

Requirements:

• Associate's Degree in Computer Science (or related field) or 2 years' hands-on computer support experience in a technical support role
• Understanding of basic networking concepts and proficient in troubleshooting service requests
• Proficient in Google Suites preferred, Microsoft Office a plus
• Knowledge of mobile device management systems
• Understanding of SSO and MFA solutions.
• IT support ticketing system experience preferred
• Skilled in problem-solving, being detail oriented, analytical, and working in a team environment
• Experience with training new users
• Excellent communication and interpersonal skills
• Flexibility to work a variety of shifts and participate in an after hours on-call rotation
• Ability to diagnose and resolve basic computer technical issues
• Experience documenting internal process/procedures and updating/maintaining knowledge base articles
• A strong working knowledge of Windows 10 and MacOS 12+, as well as related hardware and software

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