IT Service Desk Analyst

Summary: Buchanan Technologies is a company focused on providing top-tier technology services and fostering a culture of continuous learning. The Service Desk Analyst role involves providing support for the client's internal network, hardware, and applications while troubleshooting and resolving various technical issues. Responsibilities: - Respond to telephone calls, emails, and personal requests for technical support from internal business partners in a fast and friendly manner - Troubleshoot and support software applications, and various hardware/software configurations and run appropriate testing and diagnostics - Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution - Document incidents/problems, troubleshooting steps taken, and comments in a ticketing management system - Work in a fast-paced environment, able to adapt to frequent change, and be available to work a flexible schedule - Work with diverse groups and individuals to set goals, establish priorities, and resolve issues Required Qualifications: - Ability to demonstrate a solid understanding of basic network components and concepts - Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues - Self-motivated and professional with excellent written and verbal communication skills - Strong problem-solving/analytical abilities - Strong commitment to quality customer service - Ability to work independently and follow directions and best practices - Attention to detail and ability to multi-task while talking to customers - Candidates must be able to work shifts, holidays, and weekends - Strong English (oral and written) - Previous call center, customer service, or technical support experience is an asset - Possess technical training/certifications or be willing to complete basic certifications after hiring Required Skills: Network components knowledge, Windows Operating System, Mac Operating System Important Skills: MS Office, Technical support experience Nice-to-Have Skills: Customer service skills, Multi-tasking ability Benefits: 401(k), 401(k) matching, Health insurance, Paid time off