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IT Service Desk Analyst

Company: Ravago Americas
Location: Orlando
Posted on: September 24, 2022

Job Description:

PURPOSE OF ROLE:
The Service Desk Analyst role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues.

ESSENTIAL FUNCTIONS:

  • Diagnose Tier II technical support for Ravago staff, including remote, telephone, and onsite support.
  • Work with IT Ticketing system to get scheduled work.
  • Answer calls on technical issues and resolve user problems.
  • Assist in scheduling and dispatching of technicians and engineers.
  • Escalate to higher level with full troubleshooting details as needed.
  • Perform Moves, Adds and Changes to end-user equipment.
  • Assist in maintaining documentation and instructions for IT Service Desk issues.
  • Provide accurate and timely logging of problems and resolutions in appropriate systems.
  • Deploy IT Equipment including PCs, Macs, Smartphones, and other devices.KNOWLEDGE / QUALIFICATIONS / SKILLS / EXPERIENCE
    • Excellent problem solving skills.
    • Must be self-motivated.
    • Ability to thrive and help foster a positive team environment.
    • Ability to prioritize and accomplish all given tasks in a timely manner
    • Ability to learn quickly and retain knowledge of a wide variety of system.
    • Superior customer service and communication skills- ability to effectively communicate with both technical and non-technical users.
    • Extensive knowledge of trouble shooting of operating systems (Windows 10, MacOS, and iOS).
    • Knowledge of computer hardware trouble shooting. (Dell)
    • Basic knowledge of server operating systems (Windows 2012 and Windows 2016).
    • Basic knowledge of Citrix sessions and troubleshooting systems a plus. (Director)
    • Basic understanding of LAN / WAN technologies.
    • Understanding of IT security needs and procedures.
    • Bachelors or Associate s Degree in related field or equivalent experience.
    • 3+ Years' Service Desk experience or equivalent troubleshooting experience.IND2

      NOTICE TO APPLICANTS:
      Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.

      #ZR

Keywords: Ravago Americas, Orlando , IT Service Desk Analyst, Professions , Orlando, Florida

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