About The Role

Coretek is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting complex IT issues and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal Coretek employees and external clients.

Responsibilities

Provide more advanced Service Desk support for client IT incidents and requests, to include but not limited to:
M365 and O365 Administration
Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix
PC hardware and software errors and issues
Desktop or related client hardware peripherals
Microsoft Azure related incidents and requests
Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures
Act as an escalation point for technical problems from junior analysts
Accept and log external and internal client calls
First Call Resolution - Execute first attempt to resolve the client call on first call
Perform administration and support of virtual and physical endpoints and systems using available system tools
Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution
Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement
Communicate, internally and externally, the status of the call directly with the client
Contribute to the Knowledge Base with updates to existing articles and generation of new articles
Assist with cross training of Service Desk team members as needed

Requirements

3-4 years working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems
Advanced understanding of the following operating systems:
Windows
MAC
Proficient knowledge of Active Directory tools and processes
Basic knowledge of networking frameworks
Network+, A+, or Security+, required
MS900 or AZ900 certifications are preferred
ITIL v4 Foundations certification required