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Service Desk Analyst

Oviedo, FL
Primary Responsibilities:
  • Remote Hardware troubleshooting for laptops / desktops and Servers
  • Daily remote maintenance and repair of PCs, printers, email, etc.,
  • Documents, tracks, and monitors incidents to ensure timely solution
  • Identifies, researches, and resolves technical issues
  • Documents Problem Resolution in the Support Knowledge Base
  • Maintain client documentation
  • Documents job specific processes and new processes to assist in the management of the customer's infrastructure and systems as well as the Support Knowledge Base
  • Maintains professional and considerate work relationships inside and outside the department
  • Follows documented ticket workflows and processes
  • Maintains relevant, up-to-date knowledge of operating systems, network technologies, and support technologies
  • Other tasks May be assigned
 Qualifications and Education Requirements
  • High school diploma required
  • Experience with some of the following technologies                           
    • Microsoft Office and desktop operating systems (including Windows and Mac)             
    • Antivirus and malware applications (ex. Webroot, Malwarebytes, etc.)             
    • Network printing (ex. Troubleshooting driver issues and mapping errors)             
    • ITSM Tools (ConnectWise, ServiceNow, etc.)
  • Ability to work flexible schedules   
  • This position requires the successful completion of a background investigation and drug screen
  • MCP, Network+ and A+ certification or equivalent preferred
Work Environment:
  • Professional Office Environment or Client Site
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