Position Summary

The Level 1 Service Desk Analyst provides first line technical support and customer service support to OTD clients.  The responsibilities include responding to Level I technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components and network connectivity. This includes, but is not limited to desktop PC's, laptops, scanners, printers, MS Office products, and various commercial and client proprietary software.  The Service Desk Analyst will also utilize remote access to client PCs to resolve complex issues.  In some cases, the Service Desk Analyst will create and maintain network accounts using Active Directory.  The Service Desk Analyst will process and manage customer contacts using various ticketing systems as well as utilize various support channels such as telephone, web, email, chat or by the Service Desk ticketing system.  The Service Desk Analyst will be responsible to maintain a high level of customer satisfaction.

Essential Fuctions

Required Skills

• Must have Service Desk/Help Desk experience, or equivalent technical knowledge.
• Experienced in use of Service Desk telephone and ticketing management software.
• Technical proficiency with Microsoft operating systems and Microsoft Office suite.
• Excellent hardware and software troubleshooting skills.
• Active Directory experience is a plus.
• Demonstrate a high level of customer relationship skills to include professional telephone etiquette.
• The ability to effectively communicate with all levels of technology users and leadership.
• Strong writing and verbal skills.
• Must be bilingual - French/English

Required Competencies

• Desktop PC hardware technical knowledge
• Microsoft operating systems functionality and troubleshooting ability
• Microsoft Office suite functionality and troubleshooting ability
• Utility software technical knowledge such as Antivirus programs, Adobe Reader, etc.
• Basic network / VPN / Internet connectivity skills
• Active Directory experience is a plus

Minimum work experience requirements/Availability

• Must have (1) year Service Desk/Help Desk experience, or equivalent technical knowledge.
• Mornings, Evenings, Overnight

Minimum education requirements

• High school diploma.

• Some college a plus.
• Certifications in any of the required competencies is a plus.

Physical Demands

• The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is: Regularly required to talk and hear; Frequently required to sit, stand and bend at the knee and waist and walk; Required to use hands to type, handle objects to use close vision and be able to focus. Finally the employee generally works in an indoor office environment; overtime may be required.  Most Service Desk services are offered 24x7, therefore flexible work schedules are required.