Service Desk Analyst

Provide onsite technical support to all internal staff in the San Francisco & Palo Alto offices. The position involves desktop support, and troubleshooting network-related and audio-video-related issues. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues including hardware, software, and network.

Responsibilities:

• Act as a point of contact for working remotely with the service desk team regarding IT issues and queries that may involve hardware and software.
• Receive, log, and manage calls from local staff, the Service Desk, and the Global Network team.
• Take ownership of user problems follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.
• Escalate unresolved calls to the NY Service Desk and or Service Desk team leaders.
• Participate in weekly and bi-weekly meetings involving the service desk and team leaders.
• Participate in and support firm-related events on or off-site.
• Support and monitor LAN and WAN systems in both offices.
• Configuring and setting up end-user equipment.
• Travel between the San Francisco and Palo Alto (Silicon Valley) offices as needed to address IT issues on-site.

Qualifications:

• A minimum of 4 years of previous IT Service Desk and/or Call Center experience.
• Strong oral and written communication skills.
• Ability to multitask in a fast-paced environment.
• Experience working with employees at all levels including senior management.
• Excellent organizational skills and strong attention to detail.
• Strong customer service focus and experience.
• Strong analytical and problem-solving skills.
• Strong interpersonal and communication skills with excellent telephone manners.
• Ability to effectively document in detail, events pertaining to open issues.
• Strong knowledge of Lenovo hardware, and mobile devices (iPads, iPhones, & Android).
• Knowledge of network systems (routers, switches, LAN, WAN, TCP/IP stack), ability to identify network and systems issues.
• Hands-on experience with common hardware and software MS O365, Windows 10, Zoom Room, Poly conference units, and HP printers.
• Knowledge of IT Service Management concepts required.
• ITIL 4 certification preferred.
• Ability to travel between offices as needed.

Job Type: Full-time

Pay: $114,500.00 - $124,000.00 per year

Schedule:

• 8 hour shift

Application Question(s):

• Do you have strong knowledge of Lenovo hardware/laptop/desktop/PC?
• Do you have strong knowledge in mobile devices (iPads, iPhones, & Android)?
• Do you have knowledge of IT Service Management concepts?
• Do you have ITIL/4 certification?
• Do you have experience working with employees at all levels including senior management?
• Are you willing to work on-site?
• Are you comfortable working on W2?
• Are you legally authorized to work in the United States - US Citizen/ Green Card Holder?

Experience:

• IT Service Desk and/or Call Center: 4 years (Required)
• Network systems (routers, switches, LAN, WAN, TCP/IP): 4 years (Required)
• MS O365, Windows 10, Zoom Room, Poly conference and HP printers: 4 years (Required)

Ability to Commute:

• San Francisco, CA (Required)

Ability to Relocate:

• San Francisco, CA: Relocate before starting work (Required)

Work Location: In person