Service Desk Analyst

BASIC FUNCTIONS: This entry-level position provides technical end-user desktop computer support as needed under supervision. This position will install, configure, and troubleshoot desktop systems, workstations, and network issues under supervision
ACCOUNTABILITIES: 1. Performs Active Directory and Exchange administration which include: user account resets and modifications, add accounts to appropriate security groups, modify quotas on Windows servers, create and modify distribution list, create and modify shared mailboxes, and modify SMTP addresses 2. Diagnose and solve issues through remote desktop support with single and multi-user systems using maintenance tools and problem solving skills 3. Establish and adhere to service level response and resolution times for all systems 4. Coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope of the Service Desk Team 5. Effectively communicate to management, team members, and various customer groups 6. Demonstrated a propensity to take ownership in learning new business and technical skills to develop processes or applications to enhance the group's ability to achieve its goals 7. Capable of performing individual contributor roles and where needed work in a team environment 8. Must have 0-4 years experience in the IT Support field
TECHNICAL SKILLS: 1. Knowledge of PC hardware and architecture and Desktop Operating System internals 2. Exceptional communication skills, including clear and articulate verbal skills, as well as listening and comprehension skills 3. Experience supporting remote users via a connectivity client 4. Required knowledge/competencies in: Windows, Mac, MS Office Internet Explorer, Instant Messaging Tools, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Mainframe, Active Directory 5. Understanding of network protocols for a LAN and WAN including remote connectivity 6. Familiarity with supporting Blackberry, iOS and Android devices 7. Experience working with a Service Management tool, FreshService experience preferred 8. ITIL Certification an advantage but not required/Knowledge in IT Service Management LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120 Please read our Candidate Privacy Policy .