Service Desk Analyst

• Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.

• Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.

• Perform regular backups, updates, and maintenance of IT systems and platforms. • Escalate complex or unresolved issues to third level support or vendors as needed.

• Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.

• Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.

• Ensure compliance with IT policies, standards, and security measures.

• Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.

• At least 3-5 years of experience in IT service desk or technical support roles.

• Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.

• Excellent communication, problem-solving, and customer service skills.

• Ability to work independently and as part of a team.

• Ability to prioritize and manage multiple tasks and deadlines.

• Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred

Eastvantage