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Lead Service Desk Analyst

THE WOODLANDS-77354, TX, US
02/17/2020

-

Required Skills

A+

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Summary/Objective

Based out of The Woodlands, TX, the Service Desk Analyst Lead-Analyst Level III will be responsible for the day-to-day support, configuration, user security, development, customization, and reporting requirements.

Essential Functions

Oversee helpdesk operations including prioritization of requests, establishment of escalation policies and change management

Maintain Kace asset management

Provide level 3 application support where needed

Provides technical support to end users of computer applications, software and hardware.

Performs regular maintenance on existing hardware and computer systems.

Implementing and assisting on the roll out of new applications or operating systems.

Setting up profiles, emails, and issuing access passes for new employees and assisting in all password-related issues.

Power failure recovery procedures.

Remote desktop network access applications

Ability to troubleshoot and resolve telecommunications issues.

Read and diagnose windows logs.

Familiarity with Security Camera - access software usage and ability to oversee installation and
management of existing and new locations.

Maintain and write Procedures and documentation

Performs other related duties as assigned by management. Enforce to established policies and procedures.

Software licensing

Hardware management

Purchasing hardware and Standard hardware requirements.

Active directory maintenance

Build automated application packages for deployment using Microsoft best practice.

Qualifications:

Strong End-User support

Desktop hardware/software expert

Knowledge of Microsoft Exchange to include Office 365 hosted Exchange

Knowledge of Microsoft Server technology – Active Directory, terminal services/RDS

Knowledge of networking -TCP/IP, WAN connectivity

Knowledge of firewall concepts

Knowledge of VPN/Remote access technologies – client-based, IPSEC tunneling

Knowledge of Backup Solutions

Strong attention to detail, specifically with regards to documentation

Ability to act as a higher-level resource for escalation

Ability to adapt/modify troubleshooting techniques to address any situation

Experience with ticketing systems

Able to read, write and modify scripts from PowerShell, SQL, Batch command.

Knowledge or exposure to Hyper-V.

Required Education and Experience

A+

Associates

Equivalent work experience.