Service Desk Analyst
Lasko Products, located in West Chester PA, is seeking a full-time Service Desk Level One technician to design and support the corporate infrastructure solutions, by acting in this role with a team of technology professionals. The Service Desk Level One technician performs activities related to supporting the technical solutions in all Lasko locations. The Service Desk Level One technician will provide Active Directory, Microsoft365, Windows Operating System, hardware and peripheral support throughout the organization. The Service Desk Level One technician will create and review technical documentation to ensure efficient support and service our employees. The candidate should bring teamwork, customer service, organizational skills and flexibility attributes to this position.
The candidate will be required to:
Provide support to end users on a variety of technology issues over the phone, through email, in person, and online chat.
Diagnose, troubleshoot, and resolve common Microsoft365/Office365 and Microsoft Windows 10 issues.
Diagnose, troubleshoot, and resolve desktop and laptop hardware and software issues.
Troubleshoot, using diagnostic tools and techniques, to resolve technical issues within required service levels.
Be an end user advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and educating end users with helpful hints or business based best practices.
Document common procedures and policies at end user's comprehension level.
Take ownership of incident identification through resolution. Prioritize and schedule incident support and escalate (when required) to the appropriately experienced technician.
Accurately log all Service Desk tickets and work efforts using the defined tracking software.
Oversee network and server monitoring systems to ensure reliable service levels and avoid service outages.
Perform user maintenance in Active Directory and Lasko specific applications.
Troubleshoot and resolve connectivity and VPN issues, using VPN / token management tools to administrate and support end user VPN access connectivity and VPN issues.
Support the process of deploying computers and laptops for end users, resolve minor mobile device issues.
Identify and request purchases based on the needs of the end users.
Perform other duties as assigned.
And should bring the following qualifications and requirements:
Bachelor's degree in computer science, information systems or related field preferred
Previous experience as a help desk technician, computer technician, or IT support
Ability to troubleshoot and resolve multiple issues
Ability to multitask, prioritize, and manage time efficiently
Excellent verbal and written communication skills
Comfortable in a diverse and fast-paced environment
Goal-oriented, organized team player
Experience working with network and server management support
Up-to-date knowledge of new systems, information, software, and upgrades
Ability to physically stand, bend, squat, and lift equipment