Monday, April 6, 2015

IT Service Desk Analyst

Title:                 IT Service Desk Analyst
Location:         San Francisco, CA
Duration:         12+Months

Job Description:-
●        Triage and resolve support tickets via chat, email, and Jira Service Desk
●        Maintain and update documentation on all Service Desk systems and processes
●        Support users through remote desktop software and chat client
●        Drive the follow-the-sun IT support model
●        Maintains user accounts, passwords, data integrity, system access & security within policy
●        Exhibits a high level of professionalism and is passionate about providing outstanding customer service
●        Provides timely resolution of problems or escalation on behalf of customer to other technical staff or management
●        Setup and support mobile devices including iPhone and Android phones
●        Supports security standards (antivirus/firewall/patching/two-factor authentication/access).

●        BA/BS degree or 1-2 years’ experience in IT Support in a professional environment
●        Experience with a ticketing support platform (Jira, ZenDesk, Remedy, etc)
●        Strong customer service, problem solving, and teamwork abilities
●        Outstanding communication and interpersonal skills
●        Extensive knowledge of Mac OS 10.9x, 10.10x and iOS and Apple hardware
●        Basic knowledge of Windows 7
●        Network fundamentals (network configs, VPN, printing, etc)
●        Familiar with Google Apps (Gmail, GCal, GDocs, etc)
●        Familiar with iPhone and Android

Bonus Points:
●        Knowledge of video conferencing
●        A+ or ACMT certification

Parag Goyal
Next Level Business Services, Inc.