Job Type
Full-time, Contract
Description
Dominion Diagnostics is seeking an IT Service Desk Analyst I to provide comprehensive technical support to both internal and external customers. The ideal candidate will possess exceptional communication skills, a strong technical background, and a customer-centric approach to resolving technical issues. This role involves managing ticket queues, providing device imaging, offering remote support, and ensuring smooth workflows for various IT-related tasks. Proficiency in Windows OS, Microsoft Office Suite, remote connectivity tools, and experience in assisting users via phone, email, and Microsoft Teams messaging is essential.
Responsibilities :
Customer Support:
• Act as the initial point of contact for technical assistance, addressing inquiries and resolving issues promptly.
• Provide exceptional customer service by understanding and meeting the needs of both internal and external customers.
Ticket Queue Management :
• Manage and prioritize incoming support tickets, ensuring timely resolution and adherence to SLAs.
• Maintain accurate documentation and records of support activities within ticketing systems.
Device Imaging and Configuration :
• Perform device imaging, configuration, and deployment for end-users, ensuring consistency and compliance with company standards.
Remote Support :
• Utilize remote connectivity tools to diagnose and troubleshoot technical issues for users working off-site or remotely.
• Offer guidance and support for remote access and connectivity setups.
Software Expertise :
• Provide assistance and troubleshooting for Windows OS and Microsoft Office Suite-related issues.
• Support internal applications, including troubleshooting, user access management, and basic configuration.
Communication and Collaboration :
• Communicate effectively with users via phone, email, and Teams messaging, providing step-by-step guidance and resolution to technical issues.
• Collaborate with cross-functional teams to escalate and resolve complex technical problems.
Requirements
• Strong knowledge of Windows OS, Microsoft Office Suite, and troubleshooting tools.
• Familiarity with remote connectivity tools and technologies.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer-oriented approach with a focus on delivering exceptional service.
Preferred Skills :
• Certification(s) such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
• Experience with ITIL framework or related methodologies.
• Familiarity with ITSM (IT Service Management) tools like FreshService.
Physical Demands :
- Sitting: Often sit at a desk for extended periods of time.
- Lifting: May need to lift, push, pull and/or carry objects that weigh up to 5 pounds.
- Vision: Ability to view small print and view a computer screen for extended periods of time.
- Hearing: Ability to speak clearly and understand what others are saying. Ability to tolerate noisy conditions.
- Hand-eye coordination: Ability to coordinate their hands and eyes rapidly and accurately. Ability to use
- fingers to grasp, move, or assemble very small objects.