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Service Desk Analyst

Company: DroneUp LLC
Location: Virginia Beach
Posted on: August 3, 2022

Job Description:

DroneUp is seeking a Service Desk Analyst to support on-site and remote users throughout the company. The Service Desk Analyst is a tech-savvy, creative problem solver responsible for providing technical assistance with computer systems, hardware, and software while working in a dynamic and rapidly-changing work environment.ResponsibilitiesRespond to requests for assistance on the phone, via email, in person, or through remote accessTroubleshoot recurring technical issues and suggest solutions to address the root of the problemsInvestigate, independently, and implement solutions to technical issuesDeliver IT support for operating systems, productivity software, and a variety of other applications used internallyDiagnose and resolve technical hardware and software issues logging all Service Desk interactionsResearch questions using available information resourcesFollow up with customers and users to ensure complete resolution of issuesIdentify and escalate situations requiring urgent attention informing management of recurring problemsTrack and route problems, requests, and document resolutionsStay current with system information, changes, and updatesCompose and assist with editing and updating training manuals for new and revised software and hardware and train new employees as neededUpdate and maintain company knowledge baseParticipate in development of client training programs by identifying learning issues and recommending instructional languageUpdate job knowledge by participating in educational opportunities and maintaining personal networksOther duties as assigned

Associate's Degree in Computer Science (or related field) or 2 years' hands-on computer support experience in a technical support role Understanding of basic networking concepts and proficient in troubleshooting service requests Proficient in Google Suites preferred, Microsoft Office a plusKnowledge of mobile device management systemsUnderstanding of SSO and MFA solutions. IT support ticketing system experience preferredSkilled in problem-solving, being detail oriented, analytical, and working in a team environmentExperience with training new users Excellent communication and interpersonal skillsFlexibility to work a variety of shifts and participate in an after hours on-call rotationAbility to diagnose and resolve basic computer technical issuesExperience documenting internal process/procedures and updating/maintaining knowledge base articlesA strong working knowledge of Windows 10 and MacOS 12+, as well as related hardware and softwareThis position also requires the following essential functions:Visual acuity (i.e., needed to prepare and analyze data, to transcribe documents, to view a computer, to read, to inspect objects, or to operate machinery)Capacity to reason and make sound decisionsAbility to regularly perform all job functions at Company's office or work siteFingering (i.e., picking, pinching, typing, or other working that uses the fingers)Ability to read complex documents in the [English] languageAbility to write complex documents in the [English] languageCapacity to express thoughts orally (i.e., accurately, quick and loudly convey spoken instructions to workers)Capacity to think, concentrate and focus over long periods of timeRepetitive motions of any part of the bodyPI185892144

Keywords: DroneUp LLC, Virginia Beach , Service Desk Analyst, Professions , Virginia Beach, Virginia

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