IT Service Desk Analyst

About Atrium:

What you do matters. As a people-centric organization, we foster an environment of collaboration, high performance, and innovation where your talents are valued, and your achievements are celebrated. Join us and become part of an inclusive team.

Client Overview:

Our client is a consumer goods company located in NJ. They are currently looking to add an IT Service Desk Analyst to their team.

Salary/Hourly Rate:

$26/hr – $28/hr

Position Overview:

This IT Service Desk Analyst is covering a leave of absence and will be onsite full-time in Neptune City, NJ. The ideal candidate for the IT Service Desk Analyst must have excellent communication skills, enjoy and work well in a team environment, and like helping people.

Responsibilities of the IT Service Desk Analyst:

• Provide Level 1 & 2 Service Desk/Desktop Enterprise Support for all client IT technology.
• Answer inbound phone calls, correctly document the calls in the ticket management system, gather additional information, and route calls to other teams when they cannot resolve the issue.
• Continual monitoring of the Service Desk queues in the ticket management system.
• Provide local and remote technical support including, but not limited to password resets and unlock accounts and remote user support.
• Install, image, build, and configure software and hardware including computers, mobile, and printers.
• Computer software application installation and deployment.
• Local computer inventory management and secure hardware storage.
• Walkup, Onsite, Phone, and e-mail technical support.
• Diagnose and resolve hardware, mobile device, telecom, systems software, and network problems.
• Video Conferencing, WebEx, Teams, Wi-Fi, and Boardroom VIP onsite meeting tech support.
• Network Printer and Copier support and Vendor escalation.
• Security Camera system initial support and Vendor escalation.
• Investigate root cause and Problem Resolution as needed.
• Timely and professional support for company VIPs, C-level Executives, and their support staff.
• Update and communicate technical service policies, manuals, and documentation for products or services supported by the Service Desk as needed.
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.

Qualifications for the IT Service Desk Analyst:

• CompTIA A+ certification preferred.
• Minimum 2 years work experience in a customer service or technical support environment.
• Prior experience with an IT Service Desk or technical call center is a plus.
• Strong Mac OS and Windows 10/11 experience in an Active Directory domain is preferred.
• Kandji MDM (Mac) management system experience is preferred.
• Network Printing support experience in an Active Directory domain is preferred.
• Enjoys and works well in a team environment and likes helping people.
• Prior experience with VIP and C-level executives and their support staff is a plus.
• Excellent customer and technical support skills and analytical and problem-solving skills.
• Experience with WIN PC, MAC, iPhone, iPad, iOS, Android, VPN, MFA, Outlook, WebEx, Teams, SharePoint, and strong Microsoft Office suite skills are preferred.
• An understanding of LAN, WAN, RFID, and wireless networking technologies is a plus.

Education Requirements:

• Bachelor’s degree is preferred.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO