The primary purpose of the MS Associate Service Desk Analyst role is to provide technical and application support to our Managed Services clients nationwide. 

***Second shift hours*** Monday - Friday - 12pm-9pm or 1pm-10pm

Responsibilities:

• Acts as initial point of contact for user support calls to the IT Service Desk such that all calls are logged
  correctly and promptly allocated appropriately within the IT team.
• Provides first-line technical support when handling calls, in order to provide time-of-call resolution to less
  complex calls whenever possible.
• Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems
  problems.
• Carries out a prescribed program of system performance monitoring, measurement, management, and
  capacity planning for computer systems, to support a pro-active approach to meeting changing system
  demands.
• Assist in the maintenance of the Service Desk Knowledge Base.

#LI-ALL

Academic and Professional Qualifications:

• BA or BS degree preferred or other relevant combination of training and experience
• IT Certifications preferred

Experience:

• Up to 2 years entry level to moderate experience providing service desk support preferred.
• Experience with ticketing systems; prefer Service Now
• Excellent client facing skills with the ability to thrive in a highly, critical fast paced environment

Travel Requirements:

•  May require local travel
•  May require other travel for business needs

Working Arrangements:

• Work is performed in a standard office environment with minimal exposure to health or safety hazards