nfrastructure is hiring a Service Desk Analyst

The Service Desk at nfrastructure is made up of a highly motivated team whose attention to detail, follow-through, and constant client support creates an energetic and productive atmosphere. Working directly with clients, the team is committed to resolving all client and internal issues as they arise and escalating problems as necessary. The Service Desk team works together to support the IT infrastructures at client locations while simultaneously maintaining and troubleshooting our internal network. The Service Desk Associate will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Service Desk Associate will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. The Associate will install, configure, administer and support the network status monitoring tools. The Associate will also analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades. This is a shift position, you will need to be flexible to work 1st, 2nd or 3rd shift. Responsibilities: Perform customer support to client via telephone, chat and email support Perform call backs as required Identify and/or coordinate hardware and software requests and offer solutions for customer accounts Act as a subject matter expert (SME) across limited subject areas and provide mentoring in the limited subject areas Train and mentor other service desk associates as needed