IT Service Desk Analyst II

We are:
Maven Group, LLC. was formed to bring experience fueled ingenuity to advancing our customer missions and goals through strategic use of technology. We have developed a niche for bringing an independent, informed perspective to assessment of our customer's infrastructure, innovative portfolio solutions, and targeted support for the implementation of those solutions.

You are:

An IT Service Desk Analyst II who thrives on providing users with the help they need to optimize their technology experience.

Your job may engage skills and knowledge such as:

Knowledge of computer applications, hardware and software, and telecommunications platforms.
Competency in MS Office Suite.
Understand Active Directory.
Knowledge of trouble desk techniques.
Demonstrated ability to learn customer support processes and techniques.
Ability to analyze and evaluate procedures and problems and recommend effective solutions.
Ability to implement existing policies and procedures for optimum customer support.
Excellent listening, interpersonal, written, and oral communication skills.
High attention to detail.
Highly self-motivated and directed.
Ability to prioritize and execute tasks under pressure.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
Ability to communicate effectively, orally and in writing.
Ability to establish and maintain effective working relationships.

Examples of work you may perform include:

Provide first-level technical support of technology systems within the state.
Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide level-one investigation/diagnosis or request fulfillment.
Determine the most appropriate course of action, present a resolution, or route the problem to appropriate technicians.
Must comply with change management procedures.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
Assist users with remote desktop solutions when able.
Log and track calls using a service desk ticketing system; maintain history records and related problem documentation.
May train users on software and hardware one-on-one or recommend outside contractors for training.
May assist with annual physical inventory of computer hardware.
Communicate/notifies users of virus threats and other IT emergencies and/or major incidents.
Participate in cross-training activities with other IT teams.
Create a positive customer support experience and build strong relationships.
May interact with vendors regarding problem resolution.
Perform related duties as required.

Specific Qualifications

EDUCATION/EXPERIENCE

Associate’s degree in computer science or college-level coursework that includes 15 computer science credits
OR
Two (2) or more years of experience in computer or network support, programming or analysis, or database administration.