IT Service Desk Analyst (Quincy)

  • Quincy, MA

Compensation

: $58,895.00 - $92,670.00 /year *

Employment Type

: Full-Time

Industry

: Information Technology



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Job Description

OneSky Flight is currently seeking a dedicated and committed 1st shift Service Desk Analyst who will be responsible for providing first level support of service requests between the hours of 9:00 AM and 5:30 PM Monday thru Friday. The ideal candidate is customer motivated and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers. Some light travel to our offices in Dallas and Boston will be required every few months as needed. This opportunity is well suited to individuals with initiative, and a professional demeanor who can communicate clearly and believe in treating people with trust and respect. Continuing education is a priority at OneSky; we offer certification reimbursement, book and study guide allowances and attendance at both local and national technical conferences and events.

Have you always wanted to work for a dynamic, innovative company that has the agility of a startup but has decades of experience as an industry leader within a fast-paced and growing industry like private aviation?

Responsibilities
  • Handle service requests that come in via our help desk system (Zendesk), phone or email
  • Monitor end-user reported problems to identify potential areas requiring further intervention, and communicate to appropriate personnel using OneSky s incident management and request fulfillment processes
  • Document issues found and troubleshooting practices
  • Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks and telecommunications
  • Participate in weekly on-call support rotation currently every 8 to 9 weeks
  • Candidates must be able to perform *break*fix* and MUST be able to define the term
  • Review and update technical support documentation to ensure information is complete and accurate
  • Collaborate with third-party vendors to resolve software/hardware problems and disputes

Qualifications

EDUCATION & EXPERIENCE

  • Bachelor s Degree in Business or Computer Science preferred
  • 3-5yrs of experience with hardware support
  • Strong knowledge of Microsoft Client operating systems up to Windows 10 is required
  • Has or can acquire CompTIA A+ certification within 3 months of hire (company paid)
  • Has or can achieve ITIL certification within 6 months of hire (company paid)
  • Has or can achieve Microsoft Certification within 1 year of hire (company paid)

REQUIRED SKILLS

  • Exceptional attention to detail
  • Strong time management and prioritization skills
  • Ability to work autonomously
  • Working knowledge of network wiring standards and protocols
  • Critical thinking and problem-solving skills
  • Can troubleshoot, diagnose, and repair computer hardware, telecommunications and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction
  • Ability to work under pressure and prioritize to complete tasks in a timely manner
  • Exhibits well-developed interpersonal skills that promote and foster a team culture
  • Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships
  • Proficient interpersonal skills
  • Training skills necessary to educate employees on the use of hardware, software and processes
  • Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility

DESIRED QUALITIES

  • SCCM knowledge is a plus
  • ITIL knowledge is a plus
  • Office 365 Administration
  • Mitel VOIP
  • Sophos Experience
  • Prior experience in travel or aviation industries a plus
  • Pilot's license a plus


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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