IT Service Desk Analyst

The IT Service Desk Analyst has the responsibility of responding to service requests via phone, email, etc., identifying/confirming Partner-Employee information, and creating service tickets with clear and thorough documentation. The position is also responsible for providing first level troubleshooting and problem resolution.

• Answering and responding to Service Desk calls, emails and Portal tickets from internal Partner-Employees. (55%)
• Performing basic technical support for all PC peripherals. (25%)
• Facilitating some, PC and peripheral product procurement/repair. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Report gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (15%)
• Support the Project Management Office (PMO) on IT related projects as assigned. (5%)

Specialized or Technical Knowledge and Skills: The IT Service Desk Analyst should have knowledge and understanding of basic networking and Windows environment fundamentals. Additional tasks performed include Active Directory password changes, Office 365 password changes, application password changes, etc. the following are required:

1. Excellent communication and customer service skills.
2. Diligence in reviewing and following internal processes and documentation.
3. Foster Partner-Employee relationships and maintain Partner-Employee satisfaction.
4. CompTIA training / certifications
5. Windows 10 experience
6. Microsoft Office Suite / Office 365 / Microsoft 365 experience
7. Valid driver’s license and ability to operate a motor vehicle.
8. Ability to pass background check for Wright-Patterson Air Force Base (WPAFB) or Department of Defense (DoD) in order to acquire “Contractor” badge is required