Published August 8, 2022

Senior Service Desk Analyst

Nashville ,

Description

SHR Talent is partnering with a client in Nashville, TN in its search to fill a contract role for a Senior Service Desk Analyst. The Senior Service Desk Analyst will provide advanced support to customers for hardware, software, audio, and visual issues, and will work closely with tier 1 service desk members to solve escalated tickets, and provide technical guidance and mentoring. The Senior Service Desk Analyst will also work with other departments within IT and the business to resolve complex technical issues, and assist with identifying and implementing solutions for network desktop and server problems.

An ideal candidate for the Senior Service Desk Analyst role is someone who possess the ability to effectively and efficiently troubleshoot technical problems, able to work independently with minimal supervision, has professional customer service skills and excellent verbal and written communication skills. The Senior Service Desk Analyst position has a hybrid work schedule, and regular attendance is required as well as proof of COVID vaccination.

Essential Job Functions

Provide second level customer support for hardware, software, and network issues for escalated issues
Log issue resolution into Service Desk issue tracking software
Install new equipment and upgrades to existing equipment as needed
Support and troubleshoot PCs, printers, copiers, fax machines, telephones, and scanners for customers
Set up and support audio and visual equipment as requested prior to set up time
Support application connectivity and security issues with the internet portal applications
Respond to IT security incidents including security alerts and malware and virus attacks
Serve as Service Desk resource in IT related projects
Evaluate existing systems and user needs to analyze, design, recommend, and implement system changes
Recommend upgrades, patches, and new applications and equipment
Ensure proper documentation of new technologies and known issue resolution steps are added to Service Desk knowledgebase
Remain current with trends in IT hardware and software related to enterprise technology
Train and mentor new Service Desk staff
Other responsibilities as assigned by Senior Service Desk Director

Qualifications

Bachelor’s degree
3+ years of technical IT or helpdesk experience, required
2+ years recent experience working in a healthcare environment, preferred
MCSA, A+, Net+, VCA, or similar industry certification, desired but not required
ITIL Foundations certification, desired but not required
Advanced knowledge of Windows operating systems
Excellent PC skills including knowledge of Microsoft Office technologies and other common desktop applications
Knowledge of Active Directory, Office 365, and other common platforms
IT Network skillset to include DHCP and DNS firewalls, switches, and common network devices
Experience with various peripheral equipment, preferred

Senior Service Desk Analyst

Description

Essential Job Functions

Qualifications

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