This Tier 3 IT Service Desk Analyst position requires advanced technical expertise to provide comprehensive support to end-users. The role involves troubleshooting complex issues across workstations, printers, and Microsoft 365, managing user accounts, and escalating incidents through a ticketing system. Strong communication and customer service skills are essential for effectively interacting with users and resolving their technical challenges.
Location:
Norfolk, Virginia 23518, United States
Responsibilities:
- Provide advanced (third level) technical support for end-users, troubleshooting workstations, printers, and Microsoft 365 issues.
- Log, track, and escalate incidents through a helpdesk ticketing system.
- Handle user account provisioning, deprovisioning, and password resets.
- Perform basic troubleshooting for network, hardware, and software issues.
- Utilize strong knowledge of Microsoft 365, Windows OS, and common desktop applications.
- Effectively communicate with end-users, demonstrating excellent customer service skills.
- Leverage experience with helpdesk ticketing systems such as ServiceNow or Zendesk.
Required Skills & Certifications:
- Advanced troubleshooting skills for workstations, printers, and Microsoft 365.
- Proficiency in helpdesk ticketing systems.
- Strong knowledge of Microsoft 365, Windows OS, and common desktop applications.
- Excellent communication and customer service skills.
Preferred Skills & Certifications:
- Experience with network troubleshooting.
- Experience with hardware and software troubleshooting beyond basic level.
- Familiarity with ServiceNow or Zendesk.
Special Considerations:
- None specified in input.
Scheduling:
- Not specified in input.
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