It Support Service Desk Analyst Jobs

Exceptional communication skills, verbal and written at all levels of an organization up to and including executive level management

Knowledge and experience with Cat6 and OM3 cabling, including connectors and termination, and diagnosing physical-layer network issues

Preferred knowledge and experience: These are a huge plus.

Image, configure, pack, and ship computers for new starters in remote offices

2-3 year experience of providing desktop support

2-3 year experience in fixing hardware as well as software installations

Effective knowledge of WMG organization and who to coordinate with to resolve issues

Bachelor’s Degree or equivalent experience

2+ years of experience in a position involving customer support

Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions

Problem solving, decision making, and continuous process improvement skills

Partnering, influencing, and communication skills to convey key elements in a concise and positive manner

. Basic remote troubleshooting skills and the use of remote troubleshooting applications

. Working knowledge of basic hardware and software systems

. Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.

. One to two years industry experience, support center or helpdesk preferred

. Respond to email messages, web inquiries, and or phone calls for customers seeking help

. Logs all request into the Government tracking system (ServiceNow)

Excellent time management and organizational skills with the ability to set priorities, meet deadlines and accomplish tasks.

A degree in a relevant field or equivalent combination of education, certification and experience an asset.

Uphold for global remote connectivity solutions (RDS, Citrix, VPN).

Acknowledge monitoring and alerting for company systems.

Maintain and develop documentation standard operating procedures, knowledge base articles, training materials

Experience with utilizing Active Directory

Experience in IT operations and process management.

Knowledge and understanding of incident management, attention to detail and workflow (Remedy preferred).

Follow standard Service Desk operating procedures; accurately log all contacts using the Incident Management tracking software.

Work Arrangement: Teleworker Setup Minimum requirements for home internet speeds 6mbps upload and 50mbps download.

Associate's degree or its equivalent of 2 or more years professional experience.

IT Service Desk Call Center experience required – specifically supporting users via telephone, email, self-service channels.

Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.

Assists with navigating around application menus and may be required to remote into the customer's computer.

Troubleshoot network connectivity issues, working with remote employees on a corporate network.

6 months of IT Service Desk experience

Working knowledge of data and voice network concepts

Learn more about Unisys and our key solution offerings:

Perform responsibilities within established SOX and Security compliance criteria

Service Desk/Help Desk experience is preferred.

Strong customer service, communication, and follow-up skills are fundamental to your success in this role.

Service Desk IT Support Specialist - Remote

Contribute positively to our customer service, incident, and request service level agreements

Coordinate escalation and resolution of technical issues with IT teams

Perform remote troubleshooting by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.

Promptly open tickets, checks and logs all calls on support activity and resolution in the incident management system.

Proficiency with Windows account management within an Active Directory environment.

A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

Prioritize and manage service support requests in line with expected service level targets.

Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.

Assists with navigating around application menus and may be required to remote into the customer's computer.

Troubleshoot network connectivity issues, working with remote employees on a corporate network.

6 months of IT Service Desk experience

Working knowledge of data and voice network concepts

Learn more about Unisys and our key solution offerings:

Experience with Service Desk ticket tracking and management software.

Experience with video conference applications/equipment, and remote meeting technologies (specifically with Webex, Zoom and MS Teams).

Provide computer, network and software support to the end-user community via telephone, email, remote-access, or in-person.

Install application software based on corporate standards and end-user requirements.

2+ years of experience using computer hardware and software focused on Microsoft technologies.

1+ year of experience in a Customer Service role dealing directly with end-users.

Basic remote troubleshooting skills and the use of remote troubleshooting applications

Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Working knowledge of basic hardware and software systems

Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.

One to two years industry experience, support center or helpdesk preferred

Respond to email messages, web inquiries, and or phone calls for customers seeking help

Requires a Bachelor´s degree and at least 7 years related experience or equivalent combination of education and experience

Requires ability to operate in a high-pressure environment and be comfortable explaining complex technical issues to senior management and above

Input to and influence evolution of Service Designs to mature service quality based on learnings from incidents and problems experienced

Requires strong communication skills and an ability to articulate complex architectures to non-technical audiences

Requires service delivery experience with large scale, enterprise IT systems

Requires excellent and proven problem solving and investigative analysis, root cause analysis skills

Demonstrated knowledge of the account management lifecycle.

Coordinating with various internal teams to maintain responsiveness to the end user. Coordinate and negotiate with management to appropriately hand-off issues.

Two years of experience in programming or computer support services of a technical nature OR equivalent education/experience.

Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations.

Provide regular status reports to Help Desk management.

Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.

3. Knowledge and/or certification of ITIL v4 fundamentals and how they are applied within a technology organization

Skills and/or Previous Experience (Preferred but not required)

RATE: $22/hr. with benefits/PTO or $24/hr. without PTO time

2. Ability to analyze situations, negotiate and position solutions towards strategic plans, and excellent execution skills.

4. Experience using enterprise ticketing systems (ServiceNOW preferred)

5. Excellent customer service skills

Experience with Service Desk Incident Management systems preferred.

Have solid time management skills. Ability to manage workload effectively and prioritize tasks based on urgency.

Notify management of emerging trends.

1-2 years related experience required; OR equivalent combination of education and experience.

Familiarity with the fundamental principles of ITIL or IT Service Management, such as incident and problem management.

Provide first level technical support for end users over the phone and by using remote desktop tools.

Good communication and interpersonal skills.

Familiarity with remote desktop tools.

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

Resolve basic end-user problems, escalate as appropriate.

Install, upgrade, configure, and solve computing and communication devices and peripherals.

Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.

ServiceNow management tool experience a plus

Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management

Working knowledge of enterprise network systems, including remote access systems such as VPN

Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems

Provide network and computer technical support remotely

Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues

Healthcare experience preferred; long-term healthcare support experience is a plus.

Excellent communication and customer service skills are required.

Hybrid work schedule (part remote/part onsite)

Level 1 support for all client tickets.

Level 2 support when possible by ability.

Onsite support of hardware and software.

Possess strong customer service and communications skills

Experience using Microsoft Office tools

Strong customer service and strong communication skills (both written and verbal)

Excellent interpersonal skills, especially ability to listen and understand what is being described

Working knowledge of Remedy ticket system; creating, updating and closing tickets

Experience with computer terms and customer service operations

Review technical manuals, brochures to determine which equipment meets establishment requirements.

A minimum of 4 years of related IT experience is required.

Microsoft Windows desktop and Server certifications are preferred but not required.

Must be a self-starter with the ability to work well independently, manage multiple technology issues and prioritize deadlines

Knowledge of MS Windows 7/10 desktop, Microsoft Office, and VMWare vSphere required.

For a general overview of our benefits, please visit our careers page at www.cannondesign.com/careers/