Service Desk Analyst

Information Technology
in Lake Mary
, FL
Reference: 19-03433


  • Document resolutions and update the knowledge base
  • Alert management on critical or reoccurring issues called into the help desk
  • Participate in new hire orientation, office moves, PC/laptop setup and configuration


  • Strong interpersonal and customer service skills
  • Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment
  • Ability to troubleshoot and resolve technical problems over the phone which includes PC/laptops in a Windows 7, Windows 10 network environment
  • Experience with Microsoft Office applications and third party applications
  • Has worked within a professional services firm or similar environment
  • Technical experience or some exposure in some areas of PC internal networking and software including LAN, WAN
  • Working experience with Word, Excel and Outlook skills
  • Working experience with Windows 7, Windows 10, MS Office 2010, MS Office 2013 and MS Office 2016
  • Working experience with Active Directory
  • Working experience with using a Trouble Ticketing (Service Now) system and a service management process
  • High School degree from an accredited institution or GED
  • Preferred Associate degree from an accredited institution
  • Completed coursework from an accredited college or university
  • Preferred A+ Certification