Upstream Rehabilitation, is looking for a Senior Service Desk Analyst to join our team

JOB SUMMARY:

The Senior Service Desk Analyst will provide technical problem resolution to internal customers by evaluating technical problems and fixing the problem or forwarding complex problems to senior level staff. Will also assist in other IT department operations as needed. This position is responsible for supporting the mission, vision and values of Upstream Rehabilitation.

QUALIFICATIONS:

• Associate’s Degree (Information Systems or related field)
• 1-3 years in Service Desk role or equivalent
• Windows 7, Windows 10, Microsoft Office (2013, 2016,2019), VPN
• Ability to evaluate critical systems, prioritize work, and determine solutions.
• Strong decision and problem-solving skills, interpersonal and communication skills, both verbally and in writing, with the ability to interface successfully with various individuals internally and externally.
• The ability to handle multiple tasks simultaneously and see them through to their completion.
• Excellent organizational skills and prioritization skills to work efficiently to meet deadlines.
• The ability to handle sensitive, confidential matters and information adequately.
• Microsoft Office, Microsoft Windows (8, 10), Active Directory
• Experience in PC/Printer/Mobile device troubleshooting/repair.
• Experience in Broadband Internet– Cable/DSL/Fiber.
• Previous Corporate Help Desk Experience and PC trouble shooting.

JOB FUNCTIONS:

• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware.
• Monitor and respond quickly and effectively to requests received through the IT Service desk portal or escalated tickets from service desk analyst (tier 1).
• Ask questions to determine nature of problem.
• Train computer users with new hardware or software.
• Maintain daily performance of computer systems.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Troubleshoot and resolve technical problems with wireless and other network equipment.
• Document internal procedures.
• Install computer peripherals for users.
• Maintain inventory of all equipment, software and software licenses
• Follow up with users to ensure issue has been resolved and gain feedback from users about computer usage.
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Assign users proper groups in Active Directory.
• Other duties as assigned

Fulltime positions include:

• Annual paid Charity Day to give back to a cause meaningful to you
• Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance
• 3-week Paid Time Off plus paid holidays
• 401K + company match

Follow @Lifeatupstream on Instagram, and check out our LinkedIn company page to learn more about what it’s like to be part of the #upstreamfamily.

CLICK HERE TO LEARN EVEN MORE ABOUT UPSTREAM