The Hillman Group

  • IT Service Desk Analyst

    Job Locations US-AZ-Tempe
    Posted Date 2 weeks ago(11/1/2018 7:28 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
    Information Technology
  • Overview

    The Service Desk Analyst provides first point of contact technical assistance, support, and advice to Company technology users.


    Customer Support

    • Provides Servicedesk support and resolves problems to the end user’s satisfaction
    • Monitors and responds quickly and effectively to requests received through the IT Service Desk
    • Monitors Service Desk for tickets assigned to the queue and processes 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
    • Assists with on-boarding of new users
    • Meets all established IT Service Desk Service Level Agreements (SLAs)
    • Documents internal procedures
    • Looks 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




    • Modifies configurations, utilities, software default settings, etc. for the local workstation
    • Manages PC setup and deployment for new employees using standard hardware, images and software
    • Assigns users and computers to proper groups in Active Directory
    • Performs timely workstation hardware and software upgrades as required
    • Installs, tests and configures new workstations. peripheral equipment and software
    • Maintains 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
    • Provides ‘self-help’ documentation for customer use




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


    • Minimum 2 years in the information systems industry
    • ITIL V3 Foundation Certified preferred
    • HDI Service Desk Analyst Certified preferred
    • Excellent organizational skills


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