Senior Service Desk Support Analyst
As a result of our robust growth we are seeking a Senior Service Desk Support Analyst (Tier 3) to join our team of professionals in Suffolk, Virginia. Reporting to the Global IT Service Desk Manager you will be responsible for providing second and third level problem resolution for end users and the team, tracking and logging all incidents/service requests in help desk software and preparing knowledge base documentation. You will work closely with personnel from other functional escalation groups to ensure process knowledge is gathered and shared as well as providing technical mentoring.
The role description is just one part of the story. This is an opportunity to grow, to stretch, to work within the parameters of the role but stretch to your fullest potential. We are a team that doesn’t count hours, we count performance, we reward contribution and we recognize talent. It is about being at the center of a fast growing company and knowing you are part of that growth. The ability to bring your passion for learning, desire for growth, and energy for moving your career forward is what we offer.
To be effective in this role, you will have excellent analytical problem solving skills complimented with the initiative to plan, organize and prioritize tasks in a high-pressure environment. You will be customer service oriented and possess strong interpersonal and communication skills. You will be a self-starter with the willingness to learn new technologies.
You will bring with you technical support experience with Microsoft Windows/Office/Exchange and a strong understanding of networking (TCP/IP). MCITP, MCDST certification along with experience with VOIP phones, BES, Cisco Switches/Routers, Cisco Communication Manger, Active Directory, Android and iOs, VPN Experience in Server 2003/2008/2012, and network implementation would all be considered assets.