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 an escalation point to mentor and coach team members
• Assist clients with the design and implementation, installation, configuration and ongoing
• Work with vendor representatives to resolve software and hardware issues

🎯 Requirements

• Associates degree in technology related field OR equivalent combination of education and work
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
• Complete other technical and professional development as outlined in development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange
• Knowledge of VMWare, Citrix, VPN and Terminal Services