ServiceDesk Analyst Onboarding Tech

The ServiceDesk Analyst Onboarding Tech is responsible for maintaining the desktop operating environment.

They serve as members of the Systems Support team and are the first step in the support escalation ladder.

This individual assists the infrastructure team in resolving technical issues for end-users.

The ServiceDesk Analyst Onboarding Tech is under the supervision of the ServiceDesk Lead.

Essential Job Duties and Responsibilities:

• Provide tier one support to all users within Focus Partners, both local and remote

• Manage tickets in the Systems Support Ticketing Queue and provide timely follow-up

Assist with administration of Microsoft Windows Active Directory

• Create, disable, and maintain up to date Active Directory info for all users

Manage hardware deployment and tracking in the inventory management system

Provide recurring re training on IT policies, procedures and best practices

Responsible for the setup of all new user accounts (AD, Phone, etc.)

Responsible for the decommissioning of users

Research and support new hardware and software, as needed

Create and maintain technology documentation for the tools and applications supported by the Infrastructure team

Stay up-to-date on new technologies and consider best of breed technologies to support the business initiatives of the firm

Looks to improve current processes with ongoing evaluations of existing technology stack

Will be responsible for assisting with new hire onboarding, orientation and training on laptop usage and procedures.

• Will work as part of the new hire transition team to be their POC for the first week of employment to assist with any technical issues or redirect questions outside of our department to the correct department.

Will be responsible for traveling on site for mergers/integrations to assist with Day One orientations and onboarding and training on Focus laptop usage and procedures.

• Assistance with setting up access to specific applications for the merged firm.
• Assistance setting up and training on how to use conference rooms for the merged firm.
• Assist with instructions on using the company and guest WIFIs
• Assist with scan to email access on network printers
• Assist with documentation for who is primary POCs and VIPs for the office as well as application specific POCs.
• Inventory and return legacy laptops for refurbishment.

• Bachelor’s degree in Computer Science or equivalent education, * A minimum of 2 years experience in IT helpdesk support with proven track record and continued technical training
• Must be organized and efficient in a demanding work environment and serve as a strong Customer Service advocate for the Systems team

• Understanding and experience with the following:

• Microsoft O365/M365
• Mobile Device Management solutions
• Inventory management
• Workstation and server hardware troubleshooting and maintenance
• Basic networking knowledge
• Workstation troubleshooting and maintenance
• Workstation imaging
• Experience with DNS and DHCP
• Enterprise anti-virus management
• Windows support tools
• VOIP phone systems
• Zoom and Microsoft Teams collaboration tools

Strong written and verbal communication skills

Exceptional service-skills

Security-focused approach

Mac OS support experience a plus

Must be able to lift 30LBs.

Operating machinery and/or power tools.

Repeating motions that may include the wrists, hands and/or fingers.

Physical requirements could include: Bending, carrying, climbing, driving, lifting, pushing, pulling, reaching, sitting, standing, walking.