IT Service Desk Analyst

ROLE-SPECIFIC REQUIREMENTS

• This role will be on site between our New Jersey and New York Offices.
• Experience working on-site within an IT Team ranging from Junior staff to Senior and working with all levels of staff and leadership.
• On-site IT/Desk Side Support
• Expected to help globally with all IT support when able to, including remote support.
• Able to work well under pressure and deal with all angles of support at all levels, for example, walk ups, service desk, chat, and phone, including meeting rooms setups for internal and client meetings along with town halls and company events.

JOB RESPONSIBILITIES

• Maintain ticketing and inventory systems that support end users.
• Help, guide and train our staff and end user base.
• Support and enforce security, policies, and procedures.
• Support and follow our IT Asset Management processes and procedures.
• Onboarding and offboarding end users along with onboarding training as required.
• Maintain knowledge of current technology, equipment, services, and standards for IT.
• Respond to telephone calls, emails, support tickets, or in-person requests for technical support.
• Help with technical support to the Real Chemistry end users, including all levels within reasonable working times and days based on the needs of the worldwide offices.
• Remote and onsite support for technologies and computer systems.
• Based in a company office to interact with upper-level management on an in-person as well as be present to answer all IT department requests from IT staff/Direction of IT leadership.
• Ability to set up and support conference rooms using apps and technology such as Zoom Rooms, Microsoft Teams Rooms, Logitech Meet Up, etc.

This position is a perfect fit for you if:

• Our Company values – Best Together, Impact-Obsessed, Excellence Expected, Evolve Always and Accountability with an “I” – really speak to you.
• You are adaptable, resilient, and OK with adjusting your scope, responsibilities, and focus as we grow. When things change, so do we. We’re always evolving.
• You are proactive, driven, and resourceful with strong prioritization skills and a desire to dive into the data.
• You are highly organized self-starter, able to work independently and under tight deadlines.

REQUIRED SKILLS AND QUALIFICATIONS

• 3-5 years’ experience in a Service Desk role.
• Completed an IT practitioners’ course/certifications or equivalent / proven track record and experience.
• Comfortable with AI technology such as Microsoft Co-Pilot / Co-Work.
• 1st and 2nd line support for the business.
• Good technical knowledge that accompanies excellent customer service.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Able to work well under pressure and deal with all angles of support at all levels (Examples: walk-ups, service desk, chat, and phone).
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Has a wide range of experience and applies to sound judgement to resolve complex issues in creative and effective ways.
• Ability to manage multiple concurrent issues.
• Manage, maintain, and add to our evolving KB’s/Solutions
• Demonstrated aptitude for learning new technologies.
• Team Player and able to work on your own initiative.
• Experience in the following technologies/products:
  • Apple MAC OSX for all versions.
  • Windows 11 operating systems.
  • iOS-based devices.
  • Android based devices.
  • Microsoft Azure / Intune.
  • Microsoft Office 365 technologies.
  • Box, Dropbox, Google Drive, Microsoft OneDrive.
  • Conference rooms are set up using Microsoft Teams, and other technologies.
  • Experience working on a global service desk.
  • Prioritization of work.
  • IT Asset Management Systems.
  • Experience deploying and supporting iOS devices and Android devices.
  • Experience supporting and using helpdesk/service desk systems such as Freshservice, Service Now.

Advantageous:

• CompTIA A+, N+, S+
• Microsoft MD100, 101, 102
• Microsoft Azure Fundamentals AZ-900
• JAMF 100, 200, 300