The Senior Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The Senior Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on-the-spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.
How you'll make an impact
- Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.
- Troubleshoot and resolve end-user hardware, operating system, and software related problems.
- Troubleshoot and resolve basic network and server access problems for end users.
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- Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.
- Analyze and forward support issues that cannot be addressed by the Service Desk to appropriate IT personnel.
- Install, configure, and test laptops/desktops, mobile devices, peripherals and software.
- Responsible for new user setup including user account creation and image-based hardware deployments.
- Maintain inventory of hardware devices and software licensing.
- Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency.
- Complete assigned company-wide rollouts of upgraded desktops, laptops, monitors and other computer equipment
- Knowledge of Active Directory, DNS, and DHCP
- Perform account administration for internal Optiv applications.
- Develop and update help desk documentation and procedures.
- Assist employees using Microsoft desktop operating systems (Windows 10 and 11) and applications. (Outlook, Word, Excel, PowerPoint, Visio, etc.)
- Develop technical knowledge and troubleshooting skills on the Optiv internal applications and IT environment.
- Perform other duties as assigned.
What we're looking for
- Bachelor's degree preferred or an Associate degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field, or equivalent combination of education.
- Minimum 5 years of general Help Desk experience in an enterprise environment required.
- Experience supporting Windows desktop operating systems required.
- Experience supporting Microsoft Office required.
- Experience using Service Now required.
- Working knowledge of OS image creation and deployment concepts and best practices required.
- Working knowledge of laptop/desktop/peripheral hardware required.
- Willingness and ability to take call after hours and on weekends required.
- Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility required.
- At least two relevant Microsoft or CompTIA certifications preferred.
- Working knowledge of Active Directory preferred.
- Working knowledge of networks and network cabling preferred.
- Working knowledge of Intune/Autopilot software deployment mechanisms preferred.
What you can expect from Optiv
- A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.
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