Job Information
Optiv Sr Service Desk Analyst in Overland Park, Kansas
This position will be hired in the Kansas City metro and report into the office 3 days at minimum.
The Senior Service Desk Analyst provides moderately complex support and rapid resolution to end users at Optiv for IT issues and update requests via helpdesk. The Senior Service Desk Analyst will be required to address issues that are escalated due to complexity as well as provide informal, on the spot training on the use of PCs, operating systems and applications as well as configure end-user PCs.
How you'll make an impact
Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.
Troubleshoot and resolve end-user hardware, operating system, network, telephony, and software related problems.
Analyze and escalate support issues that cannot be addressed by the Service Desk to appropriate IT personnel.
Install, configure, and test laptops/desktops, mobile devices, peripherals and software.
Responsible for new user setup including user account creation and image-based hardware deployments.
Develop and update help desk documentation and procedures.
Assist employees using Optiv approved hardware and software.
Develop technical knowledge and troubleshooting skills on the Optiv internal applications and IT environment.
Procure, Allocate and Track all IT issued hardware and software.
Act as a liaison between Optiv IT and our vendors.
Must be willing to be on-site up to 5 days per week.
Perform other duties as assigned
What we're looking for
High school diploma or G.E.D. required. Associates Degree (A.A.) or equivalent from two-year college or technical school in Computer Science, Information Technology or other related field; or two years of related experience and/or training; or equivalent combination of education and experience required.
Minimum 2 years of general Help Desk experience in an enterprise environment required.
Experience supporting Windows desktop operating systems required.
Experience supporting Microsoft Office required.
General knowledge of IT software licensing required.
Working knowledge of laptop/desktop/peripheral hardware required.
Willingness and ability to take on call after hours and on weekends required.
Ability to analyze complex requirements and distill them into a workable project plan required.
Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility.
At least two relevant Microsoft or CompTIA certifications preferred.
Working knowledge of Active Directory preferred.
Working knowledge of automated software deployment mechanisms preferred
Must be a U.S. Citizen
Must be eligible to attain Security Clearance
What you can expect from Optiv
A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups (http://www.optiv.com/company/about-us#dei-group) .
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.
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