The Service Desk Analyst provides customer service and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing over the phone and remote communication technologies to service the customer.
Responsibilities / Essential Functions Provide Tier 1 service or phone support to IT users for basic software and Hardware of end-user computing and desktop-based LAN systems.
Troubleshoot problems to resolution or escalate to Tier 2 support when necessary.
Reset or configure network accounts access.
Document problems and resolutions within call tracking application and provide updates to the knowledge base where applicable.
Configure and install software for end-users' desktops and laptops.
Involved in the installation and rollout of new software packages; upgrades and new desktop hardware.
Process hardware and software requests by coordinating user setup, upgrades, and installations.
May perform end-user training as it regards assistance with supported applications.
All other projects and duties as assigned.
Qualifications Good problem solving and analytical skills Effective written and verbal communication skills Good organizational and time management skills Good interpersonal skills A strong self-starter Minimum HS Diploma or equivalency diploma; some college and/or technical training preferred.
1-3 years customer service experience with emphasis on hardware/software Working knowledge of Windows operating systems, Microsoft applications and desktop hardware/laptops required.
Excellent written and verbal communication skills, problem-solving and analytical ability, aptitude for customer service, able to work in fast-paced, dynamic environment.
Related licenses, certifications are a plus Armstrong is an Equal Opportunity Employer Who We Are The Armstrong Group is a family owned and operated collection of diverse companies.
What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide.
Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.