<p>A Day in the Life of a Sr. Service Desk Analyst</p> <p>As a Senior Service Desk Analyst at First Onsite, you'll play a critical role in ensuring the seamless operation of our technology infrastructure. You will provide expert technical guidance and support to the service desk team, managing a range of technology assets including laptops, mobile devices, IP telephones, printers, line-of-business software, and the Microsoft Office suite. Your responsibilities will include handling complex support tickets, troubleshooting tier 1 and 2 issues, and collaborating with other IT teams to identify and resolve challenging problems. Additionally, you will be instrumental in evaluating new hardware and software, developing and maintaining procedural documentation, and ensuring that all incidents and requests are accurately captured and addressed within defined SLAs.</p> <p>In this role, you will also be responsible for delivering prompt and courteous technical support, offering end-user training, and providing 24x7 on-call support when necessary. Your expertise will be crucial in maintaining our knowledge base, managing audio/visual equipment for meetings, and ensuring an adequate supply of deployable hardware. You will mentor and train service desk team members, sharing best practices and driving continuous improvement initiatives. Your proactive approach will help optimize processes and enhance the overall efficiency of our IT support operations, making a significant impact on the organization's technology landscape.</p> <p>Qualifications:</p> <ul> <li>Associate's degree/diploma in Information Security, Computer Science, Information Systems or equivalent work experience </li><li>Four or more years' of service desk/desktop support experience </li><li>Intermediate experience with Apple/iOS and Android devices </li><li>Intermediate experience with Service Desk ticketing Systems and remote computer support technologies </li><li>Intermediate experience installing, troubleshooting, and maintaining peripherals such as printers, scanners, cameras, etc. </li><li>Intermediate knowledge of networking principles </li></ul> <p>First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</p> <p>First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization.</p> <p>This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.</p> <p>Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.</p> <p>Subject to Federal, State and Local laws, regulations and/or ordinances, applicant must be able to pass Background Check and Pre-employment Drug Screen.</p>