IT Service Desk Analyst - Cambridge, United States - EF Education First

EF Education First

Verified Company

Cambridge, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

The IT Service Desk Analyst is responsible for delivering world class support services across EF's North American entities and its affiliates.

Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management.

This includes logging, triaging, resolving, and timely follow up of service requests/incidents.

Primary Responsibilities:

Responsible for Level/Tier 1 support providing basic to intermediate support. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with EF needs.
Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to Senior Service Desk Analyst for incidents/requests that require elevated support.
Diagnose and resolve simple to moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.
Demonstrates an understanding of networkrelated activities and support, including but not limited IP addressing, DHCP, and DNS.
Acquires professional knowledge and skills by participating in training opportunities, inservice programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in crosstraining, may be asked to train other IT colleagues.
Acquires an understanding of best practices regarding IT security in order to quickly identify potential business impacting vulnerabilities / threats.
Contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
Responsible for hosting, initiating, and contributing to the Critical Incident Management process.

Required Qualifications:

High School diploma or GED required.
13 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a Microsoft Windows / Microsoft 365 / Azure Active Directory environment.
Advanced Knowledge of various Operating systems (OS) such as Windows 10/11 and macOS as well as knowledge of various mobile devices, such as: iOS and Android platforms. Knowledge of networking fundamentals and solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience with Microsoft Office 36
Knowledge and experience with ITSM systems such as Fresh Service or Salesforce. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
Advanced technical computer skills as required for technical support specific to functional area and related systems.
Superb Customer Service skill is a must

Preferred Qualifications:

Knowledge of Lenovo, Apple, Cisco and Canon hardware is desirable.

Why you'll love working here:

Work in our beautiful Cambridge office where you'll enjoy comprehensive professional development, frequent social programming, and employee-run DEIB Resource Groups and clubs

You can expect:

Four weeks paid vacation, ten paid holidays & two floating holidays.
Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts.
25% company match on your 401(k) contribution.
Excellent medical, dental, and vision coverage, along with life and disability insurance.
Paid international business travel.
Wellness benefits and a yearly fitness reimbursement.
EF program discounts include travel, language schools, childcare, and more.
Dependent care, healthcare, and commuter flexible spending accounts (FSAs).
Discounts at local venues and businesses
Scheduled Hours:

40- Work Shift: Monday - Friday 9:00AM to 5:30PM- Office policy: Full-time onsite Monday-Friday

About EF Education First
At EF, we believe that the world is better when people try to understand one another.

Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and themselves.

Our culturally immersive education programs, focused on language, travel, cultural exchange, and academics, turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education.

Whoever you are, whatever you are passionate about, we welcome you and want you to bring that to work every day.

EF is proud to be an equal opportunity employer, and we are committed to inclusion and belonging across race, ethnicity