Service Desk Analyst
This is a full-time position that reports to the IT Helpdesk Manager. Part of a global team, this individual will provide support to our employees worldwide. The position requires strong customer service skills, the ability to stay organized, and solid problem-solving skills.
What You'll Do
Frontline incident and request management:
Monitor the ticketing system for incoming incidents/requests
Log and track all issues (example: phone, email, IM, walk-ups, and any other methods)
Log and track all security-related issues (example: phishing emails)
Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi)
Take ownership of tasks/projects and represent the user to ensure the requests are processed
Communicate to the user on progress in a timely manner
Document issues, analysis, progress, solution in the ticketing system and ensure processes are followed
Training To Users
Assist with on boarding/off boarding of employees
Provide basic in-house training of tools and applications; MS Office, Video conferencing (ZOOM, Polycom, etc.) and collaborations suite (OneDrive, O365 groups, etc.)
Workstation Setup Management
Setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
Modify configurations, utilities, software default settings, etc. for the local workstation
Office Support / AV
Manage Audio/Video equipment (microphones, cameras, etc) for meetings
Assist and troubleshooting on IT-related equipment: phone system, video conference system, mobile devices
Local Asset Management
Manage asset inventory and anticipate hardware needs
Proactively identify the end of life user workstations and coordinate replacement
Who You Are
- 2-5 year experience in IT Helpdesk environment, in a fast-paced though structured environment
- Self-Motivator; able to work alone and take ownership of responsibilities
- Be able to prioritize and follow up issues with method and efficiency
- Good communication and strong reporting skills
- Good level of autonomy
- Strong knowledge of Microsoft based software; Windows 10 and Office 365
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- Good knowledge and experience of mobile devices (iOS, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
- Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
- Understanding of network configuration on workstations (DNS, TCP/IP, and other networking concepts)
- Knowledge of AV equipment is a plus
- Ability to write technical documentation to feed the Helpdesk knowledge database
- Knowledge of a ticketing system and Helpdesk procedures
About Us
SmartBear is behind the software that empowers developers, testers, and operations engineers at over 20,000 of the world’s most innovative organizations including Adobe, JetBlue, MasterCard, and Microsoft. More than 6 million people use our tools to build, test, and monitor great software, faster. Our high-impact tools are easy to try, easy to buy, and easy to use. These tools are backed by a team of people passionate about helping you create software that transforms our world. Those tools are SmartBear tools. That team is SmartBear. For more information, visit: http://smartbear.com, or follow us on LinkedIn, Twitter, or Facebook.
SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.