Job Classification: Help Desk Analyst 3 IT Service Desk Analyst (0365/Identity Management)- Tier I/II
NFP Rate: $35.04 (W2'd through NFP) $40.59 (1099'd through NFP)
Start date for these role will be FY 18 first week of July.
Manager notes- Please do not submit candidates that do not have experience with Office 365, Active Directory and Exchange as outlined in the job description.
Will close to submissions on: 5-25-17 at 10:00 am
Interview Process: 1st round phone interviews, 2nd round onsite interviews
Local candidates highly preferred.
The (O365/ID management- IT Service Desk Analyst) will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role related to exchange and Identity management administration
Responsibilities
- Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
- Participate in ticket prioritization, assignment, escalation, tracking, reporting and management of time and resources.
- Receiving, logging and managing calls from internal staff via telephone and email
- Maintaining an Asset Database or track changes via Service Now
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Email administration (0365 and Identity Management)…troubleshooting may involve powershell skillsets
- Troubleshoot basic email, licensing, identity management issues
- Escalate unresolved calls to the infrastructure support team Tier III
- Log all correspondence in the Service Now
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Document resolutions and place in knowledge base (Service Now)
- To maintain a high degree of customer service for all support queries and adhere to all
service management principles - Provide basic in-house training in MS Office applications used within the Association (Word,
- Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
- Provide stats for the weekly Service Desk report on call trends
- Review you service now queues appropriate and ensure tickets are assignment appropriately
- Ensure ticket assignments and completions are met with in the appropriate SLA’s of OIT standards
- Publishing support documentation to assist staff with requests for information & provide
staff training if required
Need Mandatory Requirements/Time
2-3 years previous IT Service Desk and/or Call Centre experience required in the following areas.
- Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- Office 365 admin console experience
- PowerShell experience creating scripts, etc.
- MS exchange administration and migration experience
- Incident Management experience – Managing incidents including business expectations and communication
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
- Experience with using and troubleshooting Outlook 2007 within a network environment
(permissions, calendar sharing, delegation) - Self-motivated achiever who gains satisfaction from providing excellent customer service
Need Desired Skills/Time
An ITIL qualification is preferable but not essential
