IT Service Desk Analyst

Summary:

Responds to, analyzes and resolves tier 1 and tier 2 computer hardware, software, telecommunications, mobile device and other IT related service requests for the Tradewind Group family of companies. Provides application software installation and testing for standard desktop applications. Provides application software installation for business unit applications. Occasional travel to various company locations is required. Occasional work on nights and weekends is required.

Duties:

Service Request Management

• Receive service requests from users and IT Service Desk Technician(s) having problems or questions using computer hardware, software, telecommunications, mobile devices, and network access.
• Resolve tier 1 service requests such as basic desktop operating system and application issues, system sign-on resets, and invalid password resets.
• Analyze and resolve tier 2 service requests routed by IT Service Desk Technician(s).
• Route unresolved service requests to IT Service Desk Lead(s) if further action is required.
• Accurately log, verify, and maintain status of all service requests reported and close the request when completed to the expectations of the user.

Technical Support and Maintenance

• Perform installation and maintenance of desktop software including operating systems, standard desktop applications, desktop tools, utilities, and business unit applications based on documented procedures.
• Perform physical setup or relocation of desktop computers, peripherals, telecommunication devices, and other IT-related equipment.
• Work with IT Service Desk Lead(s) to learn and improve tier 1 and tier 2 service functions and responsibilities.
• Work with IT Onsite Service Manager(s) to learn and improve specific tier 1 and tier 2 service functions and responsibilities for the individual companies serviced by IT Shared Services.
• Work with contracted vendors as directed.

Security and Reporting

• Inform AVP Information Systems of any major hardware or software issues/problems.
• Recognize and report all suspected computer-related security incidents immediately to the Information Security team per current security incident response procedures.

Professional Development and Compliance

• Actively keep abreast of new hardware and software product developments.
• Strictly adhere to all Island Holdings core values and IT Shared Services guiding principles.
• Possess a positive, service-oriented attitude towards agencies, insureds, and employees within the Company.
• Must be able to work nights and weekends when required.
• Must be able to effectively work remotely to assist users via telephone and/or tele-conferencing.
• Occasional travel to company locations is required.

Qualifications:

• Associates Degree in Computer Science or related field preferred.
• Minimum 3 years work experience and/or training in providing end user service of Microsoft Windows based desktop hardware, software and networking required.
• Equivalent combination of education and job-related experience will be considered.
• Any additional education/experience requirements.