Service Desk Analyst (Windows 10 / Active Directory

Project Overview This role will field incoming Help Desk requests from end users via both telephone and e‑mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.
Job Functions & Responsibilities Field incoming help desk requests and incidents from end users via both telephone and e‑mail in a courteous/professional manner
Access the Footprints ticketing system to create or resolve tickets
Ability to RDP into a machine to fix an issue
Perform password resets
Resolve any VPN access issues
Perform hands‑on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)
Skills Remote phone support
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills
Ability to absorb and retain information quickly
Ability to work independently with minimal supervision
Sitting for extended periods of time
General troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers)
Software application required to support
Windows 10
MS Office (versions 2016/O365)
MS Outlook (versions 2013/16/O365)
Intune & Webmail
Cisco Jabber / Meeting Place
Active Directory / Active Roles / Quest Password Manager
SAP & Maximo – password unlock/resets
Enterprise/departmental applications specific to client
Periodically support other IT Groups as needed
Education & Certifications Associate degree in Information Systems; 4‑year college degree is preferred
Minimum 4 years prior demonstrated experience
Equal Opportunity Statement TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER.

#J-18808-Ljbffr