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Job Details

Service Desk Analyst

Company name
Procom Technology, Inc.

Edison, NJ

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On behalf of our client, Procom is seeking an experienced Level 1\/2 for a direct-hire position in Edison, NJ. Service Desk Analyst Summary The successful candidate will be responsible for triaging incoming calls, tickets, and walk-ups to determine priority, to action, and to escalate as needed. Service Desk Analyst Responsibilities Respond to requests for technical assistance via phone, ticket or in person Diagnose and resolve devices and peripherals including printer, mobile, email, internet, VPN, LAN and WiFi access problems Troubleshoot Active Directory, Office 365 and the range of the Microsoft Office suite Install, configure and troubleshoot PC and MAC devices Detailed documentation Onboarding of new employees Escalate to Level 2\/3 analysts for more complex problems Video Conferencing troubleshooting Follow up with end users on the status of their tickets Identify trends and escalate when needed Follow ITIL best practice Service Desk Analyst Mandatory Skills A degree in Computer Science, Information System or minimum five (5) years related work experience, ITIL Foundation v3 Proven proficiency with Office 365, mobile devices, wireless technology, Polycom and Video Conferencing solutions. Windows 7 and 10, Windows Server OS Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments Ability to plan, implement, test, and troubleshoot system software and hardware Ability to perform effectively in high pressure situations in a very busy and demanding IT environment Excellent customer service, communication and interpersonal skills Good understanding of Apple devices Experience working in the entertainment industry would be an asset

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Procom Technology, Inc.
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