The Senior Service Desk Analyst's primary responsibility is to provide support to the end user community at CIM Group and serve in a senior-level role within the Service Desk group. The position also assists with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms. If you are a Service Desk Analyst looking for a great and challenging place to work, this opportunity is for you.
ESSENTIAL FUNCTIONSRespond to Service Desk tickets via email, phone, and in personRespond to and resolve technical requests from users.Investigate, diagnose, and resolve technical issuesPerform trend analysis to identify problemsProvide Mobile Device Support (iPhone, android, blackberry)Configure, and maintain small office network equipmentCentralized Desktop deploymentCreate and present small group presentations and training to end users on hardware/software applicationsPurchase and invoice for technology itemsAssist with Asset management/inventory management
NON-ESSENTIAL FUNCTIONS:Software implementation using group policyAssist with Windows Server installation & configurationAssist with Router configuration, PRIs, and analog linesAssist in administrative tasks with SharePoint, VMWare serversStay current on latest industry trends, technology, and platformsAbility to lift/carry/push/pull up to 50 lbs. of equipment. Ability to walk or stand for extended periods of timeAbility to crawl under desks to remove and install PC hardware and perform cable management dutiesAbility to work nights and weekends participate in on call rotation. Must be detail orientedSome travel is required to remote sites
EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)Bachelor’s Degree, in any disciplineMinimum five years’ experience in a support/technical roleIT Certifications a Plus (Microsoft, Apple, ITIL, PMI)Expert-level knowledge of Microsoft Desktop Operating systemsExpert-level knowledge of supporting Microsoft Office softwareProficient-level knowledge of network fundamentals (IP, gateway, DNS, routing)Proficient-level knowledge of Microsoft Server operating systemsProficient-level knowledge of Exchange ActiveSyncProficient-level knowledge with Cisco routers, firewalls, IOSProficient-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)Working knowledge of various email systems & protocols (Exchange, IMAP)Working knowledge of Active Directory