We are seeking a highly motivated and skilled Service Desk Analyst who will take ownership in becoming a knowledge level expert in our main MRP software. Along with ensuring that they serve as the first line of contact for the triaging and resolution of general service desk tickets relating to infrastructure problems. The ideal candidate will be a self-starter who can take ownership of our service desk to provide users with the best support possible maintaining the quickest resolutions
Key Responsibilities:
- Provide first-level technical support to end-users via phone, email, and in-person regarding our MRP software and other Infrastructure items.
- Help process and resolve technical issues and discrepancies for 3rd party warehouse sales orders and reconciliation.
- Provide assistance with EDI order processing and synch issues between vendor platforms.
- Assist with the installation, configuration, and maintenance of IT systems. Especially related to devices critical to warehouse operations (barcode scannners, Zebra printers, etc)
- Manage user accounts, permissions, and access rights throughout the organization’s infrastructure stack.
- When delegated by the IT Manager work to perform more advanced network and systems administration tasks.
- Document and collaboration with team members to track all support requests and resolutions in the ticketing system while ensuring adherence to performance metrics.
- Provide training and support to end-users on IT systems and applications to reduce the total number of tickets users create.
- Support maintenance and lifecycle of physical infrastructure.
Qualifications:
- 2+ years of experience in a service desk analyst role
- Generalized knowledge of layer 1 and layer 2 networking
- Generalized knowledge of both cloud and on premise-based Windows solutions
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to be a self-starter and hold oneself accountable to deadlines and performance metrics.
- Strong organizational and time management skills.
Preferred Skills:
- Experience with Windows workstation OS, Windows Server OS, Office / M365, and Exchange Online.
- Azure Active Directory
- Microsoft Intune
- Layer 1 and layer 2 networking concepts and troubleshooting
- Wireless network concepts and troubleshooting (enterprise solutions)
- VPN concepts and troubleshooting
- Windows 10/11 OS
- Network based Printers and Print Servers
- File server/file share concepts, management, and troubleshooting
- Office 365/Microsoft 365 Online Services
- Office 365/Microsoft 365 Desktop Applications
- Active Directory
- Certifications from vendors like Comptia, Microsoft, and Cisco are a plus
Working Conditions:
- This position may require occasional evening or weekend work to perform maintenance or resolve critical issues.
- The role may involve lifting and transporting IT equipment.
