IT Service Desk Analyst
Aunt Martha's Youth Services - Olympia Fields, IL

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identifies, diagnoses and resolves incidents regarding PCs (software and hardware), internet connectivity and phones (voice).
  • provides excellent customer service in one-on-one end user problem resolution situations over the phone and in-person.
  • provides efficient execution in the configuration, implementation and asset documenttion of end-user IT hardware.
  • diagnoses and resolves and-user network/local printer problems, PC hardware problems and e-mail, internet, VPN and other network access problems.
  • coordinates timely repair of PC and phone equipment covered by 3rd party vendor maintenance agreements.
  • performs minor desktop hardware repair for computer equipment and peripherals not covered by 3rd party vendor maintenance agreements.
  • works in "service desk" solution involving ticketing software and resolving issues within set SLO/SLA timeframes.
  • performs hardware installation, maintenance and upgrades coordinating with staff and vendors according to Change Control process
  • responsible for timely resolution of issues and meeting service level objectives

  • Requirements

    Associates or BA/BS degree plus a minimum of 3 years hands-on experience with desktop or server operating systems, various software applications, PC hardware, and network switches and routers.
    • ability to set up IP based phones and isolate basic phone routing issues
    • experience in imaging tools from creation of image to deployment to muptile PCs
    • certifications in PC-related areas such as A+ or Microsoft Desktop Operating Systems (XP/Vista/Windows 7)
    • demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled
    • intermediate to advanced troubleshooting skills of PC issues including Windows XP/Vista/7, Microsoft Office Suite, and other proprietary applications that run the company's business
    • ability to reset passwords in an Active Directory environment and add PCs to Active Directory
    • basic troubleshooting of isolating network issues from PC connectivity to internet connectivity. The specific ability to use operating system commands to isolate network issues down to the device or circuit
    • ability to effectively communicate in writing and verbally with users, staff and management
    • strong analytical and diagnostic skills
    • ability to lift 50 lbs
    The following would be considered a plus:
    Experience in virtual imaging software (VMware, Virtual PC, Citrix) and managing virtual desktops
    Windows 2008 Server experience
    SonicWall, Fortinet, WatchGuard, and Cisco ASA experience

    About this company
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