The Hillman Group

IT Service Desk Analyst

1 month ago
Requisition ID
# of Openings
Category (Portal Searching)
Information Technology


The Customer Support Analyst provides technical assistance, support, and advice to customers and other users.



Key Results Areas (KRAs)

  • Customer Support


  • Provides helpdesk support and resolves problems to the end user’s satisfaction
  • Monitor and respond quickly and effectively to requests received through the IT Helpdesk
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Provides technical support for hardware, software, and systems
  • Provides feedback on company products, processes and/or procedures
  • Analyzes problems by using automated diagnostic programs
  • Assist with on boarding of new users
  • Meets all established IT Help Desk Service Level Agreements
  • Document internal procedures
  • Look for ways to improve and/or optimize IT Servicedesk processes
  • Quality Control


  • Ensures that quality control standards are met
  • Works closely with software engineers and a variety of end users to ensure technical compatibility and user satisfaction
  • Maintains asset inventories
  • Technical


    • Modify configurations, utilities, software default settings, etc. for the local workstation
    • Manage PC setup and deployment for new employees using standard hardware, images and software
    • Assign users and computers to proper groups in Active Directory
    • Perform timely workstation hardware and software upgrades as required
    • Install, test and configure new workstations. peripheral equipment and software
  • Maintain inventory of all equipment, software and software licenses
  • Strong working knowledge and fundamental operations of MS Windows, MS Office, Exchange, Active Directory, Desktops & Laptops, Printers & Peripherals, Networking Fundamentals
  • Strong working knowledge of relevant call tracking applications, remote support tools and asset inventory systems


  • IT Liaison


  • Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps
  • Employs excellent verbal communications skills
  • Employs excellent phone etiquette
  • Able to work under pressure
  • Able to handle multiple tasks and priorities simultaneously



Bachelor Degree in Information Systems or combination of education and equivalent experience required.  


  • Minimum 2 years in the information systems industry
  • Excellent organizational skills


We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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