- Company Name
- Sunrise Systems, Inc.
- Job Title
- Service Desk Analyst
- Job Description
-
**Job Title:** Service Desk Analyst
**Role Summary:**
Provide Level‑One technical support to agency staff via phone, email, chat, and ticketing. Deliver hardware, software, network, and application assistance for Windows PCs, printers, telephony, VPN, Active Directory, Google Workspace, and virtual desktops. Act as primary point of contact for tickets, handle troubleshooting, escalation, status updates, and knowledge base documentation.
**Expectations:**
- Respond to and resolve incoming support requests within SLA.
- Maintain accurate, timely ticket documentation.
- Escalate incidents that cannot be resolved at Level‑One.
- Contribute to continuous improvement projects and knowledge base updates.
- Achieve high customer satisfaction and resolution metrics.
**Key Responsibilities:**
- Operate and support the DTS Resolution Center call queues and self‑service ticket submissions.
- Troubleshoot issues related to clients, workstations, peripherals, printers, cellular services, voice, VPN, and agency applications.
- Communicate status and outcomes to users until ticket closure.
- Validate customer data and log all interactions in the ServiceNow ticketing system.
- Identify trends, create/update knowledge base articles, and maintain best‑practice documentation.
- Participate in projects improving service delivery, efficiency, and productivity of the help desk.
**Required Skills:**
- Windows operating systems – desktop and client tools.
- ServiceNow ticketing platform.
- Microsoft Office Suite and Gmail/Google Workspace.
- Active Directory (basic).
- Remote virtual desktop support.
- Excellent verbal and written communication; strong customer‑service orientation.
- Ability to troubleshoot hardware, software, network, and voice problems.
- Capable of independent work, multi‑tasking, and detailed documentation.
**Required Education & Certifications:**
- Minimum 2 years of technical support experience in a call‑center environment.
- Minimum 2 years of hands‑on desktop support.
- Technical certifications preferred: CompTIA A+, Microsoft MCP, or Google Certification credentials.
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