IT Support Analyst / ServiceDesk Professional

Job Type: Location Type: Not Specified

 

JOB SUMMARYThe IT Support Analyst / ServiceDesk Professional provides comprehensive IT support to end users, addressing and resolving technical issues related to both software and hardware. This role involves tracking issues to ensure timely resolution and providing users with updates on the status of their requests. A key focus is on optimizing business operations through the application of innovation and automation.

Key Responsibilities• Independently troubleshoot hardware and software issues for end users.
• Adhere to established ITSM and other technology policies and processes.
• Comply with routines for quality, efficiency, and security per SLA and SOC1 regulations.
• Prepare and review technical documentation for knowledge articles.
• Ensure compliance of application turnover documents before production.
• Resolve support tickets with minimum escalation.
• Assist in resolving infrastructure and application issues.
• Install and maintain infrastructure and desktop applications.
• Update routines for new products or methods.
• Maintain runtime performance and availability.
• Present performance metrics to the management team.
• Manage multiple tasks concurrently.
• Handle C-Level matters with discretion.

Required Qualifications• Bachelor’s degree (B. A / B.Sc.) from a four-year college or university.
• 8+ years of hands-on experience in IT Service Desk and Field Support environments.
• Excellent verbal, written, and interpersonal skills with the ability to communicate effectively with users at all technical skill levels.
• Extensive experience maintaining and troubleshooting Windows PCs and environments.
• Experience in setup, administration, and support of Azure Portal (Azure VD, Entra ID), Intune (including Company Portal), M365/Exchange Admin Center, Microsoft Teams Admin Center, Active Directory, PowerShell, Automation, Endpoint Central, and Microsoft Windows 11.
• Experience in the following systems and skills: MS Teams Conference AV system, Mobile devices (iPhone/iPad), CyberArk Endpoint Privilege Manager, CyberArk Privileged Access Management, GPO, DHCP, DNS, Zscaler, Okta, and Bitlocker.
• Demonstrated problem-solving skills, including identifying root causes and resolving problems in a timely manner.
• Strong teamwork skills, balancing team and individual responsibilities.
• Ability to make timely and sound decisions.
• Effective planning and organizing skills to prioritize and plan work activities.
• Demonstrates accuracy and thoroughness in work.
• Demonstrates initiative, volunteering readily, undertaking self-development activities, and seeking increased responsibilities.
• Employs original thinking and creativity (Innovation).
• Demonstrates a positive customer service attitude and adept in oral and written communication.

Preferred Qualifications• Macbook support experience.
• Japanese language proficiency.