Information Technology Help Desk Analyst

The Help Desk Analyst supports client end point devices in a variety of manners providing desktop support for end user applications such as Microsoft's 365 suite, video conferencing applications (Zoom, WebEx, Teams, Slack, etc.), provides first level support for network, server, and virtual environments for both on-premesis and cloud infrastructures, fields incoming client communications via phone, customer portal, email, instant messaging, or events created in ITSM. The Help Desk Analyst creates and/or classifies the initial case, entitles, prioritizes and categorizes the case to ensure efficient resolution. The analyst will serve as the primary resource for client cases and provide direct end user support both remotely through an RMM agent or on-site as needed. The analyst will follow the case through resolution or documented escalation channels to ensure clear concise and timely communication during outages and service disruption.<br><br><strong>Responsibilities:</strong><br>&bull; Respond and resolve client cases utilizing ITSM platform, procedures, and training. Awareness of service offerings and Service Level Agreements (SLAs) are required.<br>&bull; Understand Information Technology Infrastructure Library (ITIL) processes.<br>&bull; Follow predefined ITIL Case Management and Change Management processes in place for each client.<br>&bull; Monitor ticketing system and alerts. Respond/resolve to cases in accordance with SLAs.<br>&bull; Perform triage and remediation, server/software updates, and feature enhancements to supported customer elements as defined in scope of work. <br>&bull; Perform triage and remediation, IOS updates, and basic configuration support to switches, routers and firewalls.<br>&bull; Perform triage and remediation for client virtual and cloud infrastructures.<br>&bull; Perform triage, remediation and basic moves, adds, changes to voice infrastructures.<br>&bull; Maintain current knowledge of PTP core service catalog and SLAs.<br>&bull; Ability to follow and improve written handling instructions as required. <br>&bull; Demonstrate, understand and commit to the mission of PTP through performing behaviors consistent with the organization's values.<br>&bull; Support and conduct self in a manner consistent with client service expectations.<br>&bull; Provide one-on-one end-user problem resolution over the phone, instant messaging, and via remote control tools.<br>&bull; Assist with the new client on-boarding process, including assisting in creating and maintaining troubleshooting documentation and ongoing service desk training of the client environment.<br>&bull; Diagnose and resolve end-user network or local printer problems including but not limited to PC hardware problems, email, Internet, VPN, and local-area network access problems.<br>&bull; Other duties as assigned by management.<br><br><strong>Qualifications</strong><br><br><ol><li>Associate degree in a related field or equivalent experience.</li><li>Minimum 2 years administration experience in multiple technologies, including any of the following:</li></ol><ul><li>Citrix, VMware, Cisco and/or Crestron Enterprise AV solutions</li><li>AWS, Azure, Google Cloud environments</li><li>M365 Provisioning & Administration</li><li>Enterprise Virtual Platforms: VMware or Hyper-V. Patch management and maintenance</li><li>Windows Server Administration: DNS, Group Policy, and Active Directory</li><li>Network Technologies: Cisco Meraki dashboards, Route/Switch, Security, Unified Communications</li><li>Backup: VEEAM, Carbonite, OneDrive</li><li>Virtual Conferencing Platforms: Zoom, WebEx, Microsoft Teams, Slack</li><li>Desktop support: Support for client desktop machines and applications.</li><li>Strong understanding of Windows OS and Mac OS environments.</li></ul><br><ol><li>MCP, CCNA, AWS Cloud Practitioner, preferred.</li><li>Windows Server Maintenance and patching experience preferred.</li><li>VMWare deployment and administration preferred.</li></ol>