Do you believe in superior customer service? Do you like working in a professional services environment that is growing? CIM Group is looking for a Service Desk Analyst to come join the team! The Service Desk Analyst's primary responsibility is to provide high quality customer focused service and support to the user community at CIM Group. This position will serve as a role model 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.
The desired schedule for the role is M-F 9 - 6
ESSENTIAL FUNCTIONS:Responsible for end to end communication and incident follow up response to Service Desk tickets via email, phone, and in personResponsible for response, communication and follow up of Service Desk tickets via email, phone, and in person as part of the Service Desk function.Responsible for responding to requests and provisioning access for Windows-based accountsResponsible for provisioning Windows accounts for all CIM New Hire requests Investigate, diagnose, and resolve or escalate to appropriate teams, technical requests from users and follow up through resolution.Maintain awareness of trends analysis to identify and escalate major incidents and problems and escalate quickly. Participate in rolling out applications individually and through SCCM centralized Desktop deploymentCreate and present training to end users on hardware/software applications individually and to small groups.Request purchase of equipment through inventory control.Assist with Asset management/inventory managementGive input into process improvement including Service Now enhancements for better client servicing.
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 three years’ experience in a client-focused customer-oriented service and support/technical roleIT Certifications a Plus (Microsoft, Apple, ITIL, PMI)Ability to address and communicate in a customer friendly manner, all interactions with team members and users/clients.Proficient- knowledge of Microsoft Desktop Operating systems Proficient- 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 ActiveSyncEntry-level knowledge with Cisco routers, firewalls, IOSEntry-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)Working knowledge of various email systems & protocols (Exchange, IMAP)Working knowledge of Active Directory