Service Desk Analyst - Phoenix, United States - Universal Technical Institute

Universal Technical Institute

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:
Our Service Desk Analysts are prepared to provide customer centric, first contact support for all user requests.

Individuals will respond to support requests of software, hardware, telephony, and network related issues, and these requests are handled via phone, chat, and web portal tickets.

In this role an analyst must identify and resolve issues with urgency. Less complex issues will typically be resolved immediately, while more complex incidents are escalated. Confidential data and highly regulated information is handled daily which requires integrity and accuracy in each interaction.

The service desk strives to reduce service interruptions of impacted systems by working together to ensure UTI campuses are supported in a meaningful and timely manner.

Responsibilities:

Troubleshoots, diagnoses, researches, and resolves technical hardware, software, network, and telephonic issues within established Service Level Agreements.
Understands and performs basic troubleshooting of enterprise systems and services. Escalates and partners with IT support teams, when necessary.
Provides enduser support of iPhone and other Smart phones, including activation, and troubleshooting requests.
Accurately tracks and routes incident and service tickets providing thorough documentation of troubleshooting, history, and resolution.
Accurately documents solutions to known/resolved problems through creating and updating Knowledgebase articles and SharePoint team site information.
Creates and maintains user accounts, memberships and rights within Active Directory, PeopleSoft, Entra, and proprietary systems.
Provides general end user training and documentation.
Other duties as assigned.

Qualifications:
Education / Experience

High School Diploma/GED required
12 years experience in Service Desk/Tier 1 support required or equivalent experience
A+ Certification preferred

Skills:

Verbal and written communication skills
Ability to use good judgment, problemsolving, and decisionmaking skills
Ability to maintain confidentiality and professional decorum
Extensive knowledge of Microsoft Office and Microsoft Operating Systems
Basic knowledge of Active Directory, Exchange account management, and Citrix remote user support.
Linear troubleshooting skills

Abilities

Must be able to talk, see, hear, concentrate, think, learn, and reason for all of the workday
Must be able to operate a computer to work from including use of monitors, operating system, keyboard, mouse, and communicate verbally to customers for prolonged periods throughout the workday.

Work Environment

Flex business hours;Set schedule Monday
Friday; hours are evaluated for business needs. Occasional overtime is required (including periodic offhours and weekend hours) to assist with Tier 1 system outages during offhours and weekend hours when on rotation and oncall is required
Work is performed indoors in a climatecontrolled environment remotely which requires stable power and internet connectivity with connection speeds of at least 25Mbs download and 10Mbs upload. Higher bandwidth is recommended for optimal performance.