Service Desk Analyst eJAmerica

About EJAmerica

Job Description

Job Description Job Description: 3 8 years experience in customer ServiceDesk or Help Desk environment Handle Tier 1 help desk escalations through the companys internal ticketing system Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications Perform basic windows administration such as password resets, file and folder administration Basic internet connection troubleshooting, VPN troubleshooting Escalates more complex technical problems to Technical Support Specialist or other IT specialists as appropriate. Follow up on outstanding requests and ensure timely resolution. Fully document troubleshooting steps and create knowledgebase articles of resolutions Adhere to established IT policies, procedures and standards and ensure their conformance with information systems, goals, and procedures Follow the established standards for documenting tickets, configurations, and standard operating procedures Responsible for compliance policy adherence including password management, documentation, maintenance, provisioning access, and data protection procedures Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes Interact with IT management through timely reporting of operational activities, and with all team members on support issues. Notice Period: 0 to 30 days,