Service Desk Analyst - Virteva LLC (Golden Valley, MN)

Service Desk Analyst - Virteva LLC

OVERVIEW Virteva is an independent IT consulting and managed services firm serving enterprise clients and medium sized businesses headquartered in the Twin Cities. Virteva offers a full range of IT infrastructure consulting services from assessments and strategic planning to design and implementation of IT business solutions. Focus areas include virtualization and optimization security and access management and messaging & collaboration solutions. Virteva also offers a full range of remote management and monitoring services including servers virtualization and messaging technologies as well as the underlying network storage and security platforms. JOB SUMMARY The Service Desk Analyst is responsible for providing support to Virteva s Managed Services customers. S he will perform various activities related to managing general Desktop and Server information technology. This includes but is not limited to Email (Exchange others) Directory Services (AD) Windows Windows Server Linux Citrix Umware application of patches incident management recovery change control and performance monitoring and reporting. ESSENTIAL DUTIES AND RESPONSIBILITIES Taking initial telephone inquiries and troubleshooting relatively simple hardware software or network problems. Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly. Update all tickets according to Service Level Agreements (SLA). Perform various Q& A activities. Understand and follow Virteva s Delivery Process. Working as an effective team member with the Virteva team partners and internal staff. Provide after-hours support for clients. Shifts may include nights and weekends however there are no on-call responsibilities. Maintaining professional quality interactions with customers at all times. Recognizing and escalating more difficult problems. Documenting customer impact resolution steps and appropriate priority in accordance with policy and customer requirements. Other duties as assigned. DESIRED EDUCATION EXPERIENCE & OTHER SKILLS Bachelor s degree technical degree or certifications preferred. Experience in a technical support or customer service role. Experience with variety of technologies including but not limited to Windows XP Windows 7 desktop notebook hardware Windows Server and general networking technologies. Basic knowledge of Microsoft Exchange Active Directory ITIL and Server hardware. Detail and customer service oriented. Possess an energetic self-starting mentality with value placed on integrity. Ability to solve problems independently and proactively with minimum direct supervision. Strong written verbal and interpersonal communication skills. Ability and desire to learn new technologies as mutually defined. Ability to prioritize tasks anticipate situations and take quick action. Ability to manage multiple projects and recommend and or implement effective solutions. Virteva is an equal opportunity employer and a drug-free workplace.