IT Service Desk Analyst
DentaQuest

Primarily responsible for providing Care Group related IT Serice Desk remote support to the team members. This includes Executives, VPs, Directors, Managers and remote stff based across the US. Under limited supervision, will triage and provide first level support for Help Desk issues and requests, with an emphasis on prompt, first call resolution and proper routing to Tier 2 support or other subject matter expert when appropriate; administer user accounts and application security also, assist in deployments of desktop hardware or floor support when called upon.

JOB DUTIES AND RESPONSIBILITIES:

• Troubleshoot day-to-day software or hardware problems with desktops and peripherals
• Provide installation and support of all supported software and hardware, including desktop configurations and printers.
• Schedule and support video conferencing
• Troubleshoot Microsoft Windows 10 and future Windows releases of desktop versions.
• Troubleshoot & Support Apple/MAC, Android, and tablet products
• Support users working remotely
• Maintain current inventory of computers
• Request purchase orders, validate purchase needs, and receive and process purchases
• Troubleshoot network connectivity problems for computers and printers
• Maintain a clean and presentable environment
• Provide project assistance when requested
• Audio visual system support in DentaQuest business environments
• Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; business).
• Provide accurate incident and problem management reporting as required by using ticketing system.
• Handle the efficient escalation of customer service and support issues to the appropriate IT team members.
• Any other duties as assigned.

Required:

• Associate's degree (A.A./A.S.) from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 2 years' experience with executive level and staff support.
• Technical proficiency in hardware and systems software, as well as experience installing hardware and software
• Written verbal and communication skills with both technical and non-technical audiences
• Apple experience (iPads, iOS, iPhones, MacBooks, etc.)
• A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.
• At least 2-3 years' experience supporting end users and systems, both on-site and remotely (XP, Win7, OSX Leopard and later, Citrix, MS Products, Managing MS Exchange 2007/2010 and A/D accounts).
• Audio/Video knowledge
• Ability to work with little or no supervision from direct Leader.
• Prior experience setting-up, installing, cabling, and maintaining offices including all networking equipment (Apple, Cisco, VoIP).
• Ability to work in a fast-paced, highly technical environment.
• Demonstrable strong Customer Service experience.
• Ability to be on site and on call.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office
• This position must pass a post-offer background and drug test.

Preferred:

• College degree in Computer Science or related field.
• Associate's degree (A.A./A.S.) from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• VoIP experience.

11100 West Liberty Drive, Milwaukee, Wisconsin 53215

This job has expired.