Sr. Analyst, Enterprise Service Desk

📋 Description

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior
• Serve as a formal escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration, and ongoing
• Work with vendor representatives to to resolve software and hardware issues

🎯 Requirements

• Minimum of an Associate's degree in a technology-related field or equivalent combination of
• At least 3+ years of IT support experience working in Microsoft environments
• Required certifications: Network +, Server +, Windows Server 70-410, 98-365, or equivalent
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange
• Knowledge of VMware, Citrix, VPN, and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor-specific hardware/software