Service Desk Analyst
Brightline provides a unique and enriching opportunity to be a part of a new transportation alternative that is keenly focused on hospitality and guest service. Join our IT department as a Service Desk Analyst, supporting our technology operations.
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Field incoming help requests from end users via both telephones, walk overs and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced engineer.
Record, track, and document the Service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
We are a new business model agile and evolving. This job description isnt meant to be a complete list of your qualifications or all the things youll do
Formal Education & Certification
College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Microsoft Certifications desired but not required.
Knowledge & Experience
Knowledge of basic computer hardware, including desktops, laptops and printers.
Experience with desktop and server operating systems (Microsoft and Linux)
Good understanding of the organizations goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
You are able to lift, climb, push and/or bend for extended periods of time and have the ability to lift objects and with weights in excess of 50 pounds in a safe manner.
Ability to travel offsite as needed, work includes occasional weekend or after hours time as needed, with the ability to be on-call 24/7 on a weekly rotation.
NOTE: JOB DESCRIPTION IS SUBJECT TO CHANGE BASED ON BUSINESS NECESSITY.
Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
troubleshooting, computer hardware, operating systems, laptops, printers, service desk, workstations, customer service, management, linux, microsoft access, research, problem solving, agile methodologies, strategy