IT Service Desk


Stamford, CT

Less than 5 years

Posted 241 days ago

This job is no longer available.

Role Overview

  • The IT Service Desk analyst will provide first and second line technical support to internal employees.
  • The candidate will be required to handle infrastructure and applications issues that cannot be resolved by following standard operating procedures.
  • Therefore, candidate is required to have domain understanding of windows environment and will be authorized to implement fixes for new issues

Work Experience

  • 2 - 5 years of experience in IT Service Desk

Educational Qualification

  • BS Degreepreferred


  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding

customer?s requirements and expectations

  • Creation of knowledge base articles for new issues and getting approval as per the agreed matrix
  • In-depth experience of working in ITSM tools with specialization in Incident and Service Request Management
  • Manage the backlog of incidents and work on remote trouble shooting issues with employee lap tops.
  • To do analysis on Reopen Incidents/Service requests

Scope of Support

  • Active Directory Account Management

o Creating Users, Groups, Access on Local Policies

  • Exchange User Account Management

o Creating Mailboxes, DL, Secondary Email Addresses, Linking Private Addresses, Increase mailbox Size, Data Purging

  • Folders/Network Drive Creation and Access Management
  • Handle Configuration Issues of Application
  • Antivirus Support (Reporting policy breaches, Remote upgrades, Updatingsecurity policies)
  • Remote Software Installation and Upgrades
  • L1 & L2 telephony Support & Desk top support (Creation of User Account, mapping numbers, giving queue access)
  • Resolving alerts for MSWindows Disk size and service
  • Batch Job Monitoring
  • Scheduled Heal Checks on Applications and servers

Other Essential Skills

  • Hands on Experience on any of the ITSM Tools 
  • Automation experience in one or more of the following: (VB Script, PowerShell, SQL, ActiveBatch, and/or C#)
  •  Basic understanding of end point and collaboration technologies (MAC osx, Win10, iOS devices, Good for enterprise, Skype for business etc.)
  • Understanding of ITIL v3 foundation
  • Service Management experience? Major Incident Management
  • Knowledge of Windows Server family 2003 and higher
  • Knowledge of Server Roles as DNS, DHCP, MS Exchange and Active Directory
  • Knowledge of Networking Protocols TCP / IP, VPNs, Access Control Lists, Routing, Bridging and Wireless Network
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows8,10 and Office 2010, 2013

$84K - $120K