Service Desk Analyst, Helpdesk Analyst, 1st Line Support - Remote

• Provide excellent first contact customer service to our internal customers
• Troubleshoot and resolve requests for service, incidents, and events within SLA while maintaining a high level of customer satisfaction
• Setup new employee offices and assist with on-boarding of new Q2 employees
• Image, configure, test, and distribute workstations to employees
• Coordinate escalation and resolution of complex issues with the appropriate IT teams
• Help to maintain a positive and professional work environment
• Assign appropriate permissions to users in Active Directory
• Perform regular file archival and data migrations as necessary
• Collaboratively document, develop, and contribute to Helpdesk continual service improvement
• Maintain inventory of all corporate assets issued to employees
• Participate in rotating on-call shifts approximately once per month
• Provide support for key IT projects
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
• Perform responsibilities within established SOX and security compliance requirements EXPERIENCE AND KNOWLEDGE:
• 2-4 years of technical experience in an IT organization
• Ability to work individually, as a team, and cross-functionally to resolve complex issues
• Strong customer service, written, and oral communication skills
• Experience with Active Directory
• Experience supporting both Windows and Mac workstations
• Experience providing effective support to remote users

~ Preferred:

• Advanced Degree in Information Systems, Computer Science, Engineering or related field
• Experience with Identity Management tools - (SSO)
• Experience with Mobile Device Management tools - (MDM)
• Experience with A/V and collaboration tools
• Certification in one or more of the following: MTA, MSCA, Network +, CCENT/CCNA