Information Technology Help Desk Coordinator

Overview

Position Purpose The IT Service Desk Analyst provides first-line technical support, troubleshooting and resolving IT incidents while ensuring timely resolution in alignment with ITIL standards. Responsibilities

Serve as the first point of contact for IT incidents, troubleshooting and resolving issues, or escalating as needed. Manage and track incidents using a ticketing system, ensuring resolution within agreed SLAs. Provide technical support for systems like Windows 10, Active Directory, Office365, Azure AD, and Mobile Device Management. Monitor IT systems proactively to identify and address potential issues before impacting operations. Assist in IT security compliance, including user onboarding / offboarding and adherence to security policies. Experience and Qualifications

Bachelors in Information Technology / Computer Sciences. 3 to 4 years of relevant experience. Specific Requirements

Strong troubleshooting skills with a proven ability to diagnose and resolve technical issues. Experience using a ticket management system for incident tracking and resolution. Proficiency in Microsoft Office, Windows 10, Office365, Active Directory, and Azure AD. Knowledge and experience in Mobile Device Management (MDM) and bespoke systems. Ability to analyze, prioritize, and resolve issues within SLAs while maintaining high customer satisfaction. Comfortable to work onsite from 12 p.m. to 9 p.m.

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