2026-7909 Service Desk Analyst Level I (Night Shift)

Company Description

AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

Job Description

The Support Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.  This is a Night Shift role

Responsibilities:

• Performing day-to-day support work for the company’s end users.
• Creating and deleting user accounts
• Assisting with Ad Hoc projects and backup support for the US Support team

Qualifications

Technical Skills                                                        Proficiency Level                 Required (R) /Optional (O)

MS Office (Word, Excel, PowerPoint, Access)              4                                                            R

Office365                                                                                4                                                            R

Microsoft Exchange and Outlook                                    4                                                            R

Microsoft Windows 7/Windows 10                                  4                                                            R

SharePoint knowledge                                                          3                                                            O

ServiceNow ticketing system                                               3                                                             O

Active Directory                                                                   3                                                              R

Virtual Machines                                                                    3                                                              O

Citrix                                                                                        3                                                               O

Hardware Troubleshooting                                             4                                                               R

Basic Network Troubleshooting                                    4                                                               R

McAfee Drive Encryption                                                     2                                                              O

Multifactor Authentication                                                  3                                                               O

Blackberry Work                                                                   1                                                                O

Cisco Unity                                                                             1                                                                O

WebEx                                                                                     1                                                                O

SCCM                                                                                        2                                                               O

Desired Skills:

• Excellent Customer Service Skills
• Experience with Virtual Machines and Citrix
• Knowledgeable in Windows7/10
• Strong analytical skills, spreadsheet skills, and business problem solving skills
• Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
• Basic understanding of IT and insurance terminology preferred
• Ability to work well independently and as part of a team

Additional Information

• BS in IT or any related field