Job Classification: Help Desk Analyst 3 IT Service Desk Analyst (0365/Identity Management)- Tier I/II
NTE Rate: $46.86
Manager notes- Please do not submit candidates that do not have experience with Office 365, Active Directory, Exchange and experience with Powershell writing and editing existing scripts as outlined in the job description.
Will close to submissions on: 7-9-18 at 10:00 AM
Interview Process: 1st round phone interviews, 2nd round onsite interviews
Local candidates ONLY PLEASE
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
