Service Desk Analyst

Position Overview:

The Service Desk Administrator is the first point of contact between PMI professional staff and the Business Information Services Team. Because of this, it is important the person in this role delivers solid technological assistance, have proven customer service skills, and be able to communicate fluently in English (written and verbal). Thisrole requires a person who is on-time, present, visible, available, and who acts proactively to ensure minimal user downtime.

Essential Job Functions:

• Provide solid technical support and great customer service to end-users.
• Research, find and apply appropriate solutions to a vast array of technical issues.
• Build and configure workstations and laptops.
  Support IT Team in project related work.
  Occasionally provide support during off-hours, on-call support, or work additional hours as needed.

Education and Experience:

• A Technical Degree or at least four years of related field experience.
• At least 3 years supporting user operating systems including Windows 10 and Mac OS.
• Solid understanding of all Microsoft Office products (O365 suite, Teams, OneDrive, OneNote etc).
• General knowledge of how a network works in an enterprise environment. Working knowledge of
• TCP/IP as well as DNS and DHCP services.
• General knowledge of network security best practices.
• Experience using OS deployment tool such as Desktop Central, EndPoint Manager, JamF or SSCM
• An understanding of Windows Servers and Virtual machine concepts and the ability to assist in troubleshooting problems that could be a result of server issues.
• Experience with Active Directory Administration in an enterprise environment.

Proficiencies Required:

• Excellent interpersonal and communication skills.
• Excellent customer service skills with strong focus on customer satisfaction.
• Comfortable resolving issues in multicultural environment.
• Ability to think on your feet and adapt to changing priorities.
• Multitasking - must be able to work and track progress on several projects simultaneously.
• Strong drive for personal and professional growth and development.
• Detail oriented, with excellent organization skills.
• Must be able to maintain confidentiality of sensitive information.
• Excellent follow up skills, proactive approach to customer service.
• Works collaboratively with team and across all functional areas of the organization.
• Possess a strong work ethic.
• Skilled at developing documentation, both for end-users and other members of the technical team.
• Experience developing and delivering end-user training sessions on technology tools.