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Service Desk Analyst
Bethesda, MD
Confirmed live in the last 24 hours
Bethesda, MD, USA
Experience Level
  • Bachelor's Degree in Computer Science, Information Technology or related field highly preferred. 2+ years of experience in Information Technology support function. 2+ years of vendor management
  • A keen attention to detail
  • Experience with cloud productivity suites (Google G Suite, Office 365) Experience with Endpoint Management tools (Google Meet, Zoom)
  • Experience with Mobile Device Management tools
  • Demonstrated ability to solve problems quickly and skillfully
  • Strong logical and analytical thinker
  • Ability to determine root causes of problems and quickly apply efficient solutions
  • Ability to anticipate risks and mitigate in the moment
  • Comfortable under high-stress and exhibits poise and focus
  • Outstanding customer service, communication and documentation skills, as well as ability to effectively interact and collaborate with cross-functional teams
  • Experience with Windows system administration, including automated installation, shell scripting, maintenance, and monitoring
  • Experience with automating tasks and utilizing proper change management
  • Ability to document current requirements and enhance existing processes throughout our infrastructure
  • Be familiar with ITIL framework
  • Solid understanding of networking concepts (e.g. Systems, Protocols, Directory Services).Ability to work as part of a dynamic team whilst demonstrating flexibility, autonomy and a desire to make things happen
  • Occasional off-hours maintenance work
  • Desire to think beyond their immediate team and contribute to making Aledade holistically better (active engagement in D&I efforts, culture initiatives, facilitating training, leading roundtables, etc.)
  • Delivering a fantastic user experience to our technology users
  • Triage incoming requests and assist customers by performing analysis of various issues relating to Corporate Systems environment, including operating systems and servers
  • Prioritize and appropriately escalate issues to assure timely problem resolution
  • Onboarding of new employees, imaging laptops, account creation in multiple cloud and on-premise systems
  • Coordinate and troubleshoot IT services including systems, network, telephony, Audio/Visual conferencing
  • Reporting on Service Desk metrics, including daily open/close ticket rate, monthly requests trends, review common themes and recommend improvements to user behavior by conducting user training
  • Administration and operations of corporate systems including: maintenance of cloud-based systems and applications, operating systems, on premise video conferencing systems, servers, and end-user workstations at Aledade
  • Process offboarding requests
  • Propose and implement system enhancements (software and hardware updates) that will improve the performance and reliability of the systems infrastructure
  • Deploy, configure and troubleshoot Windows and Mac operating systems
  • Research innovative technologies and leverage optimization techniques to ensure that systems operate efficiently
  • Develop, document and enhance system administration processes, procedures and tools
  • Work with third-party vendors and consultants on developing system-specific skills
  • Build and implement software standards for servers, operating systems, and end-user workstations
  • Perform critical system maintenance to increase efficiency and throughput
  • Build and maintain the operations of all virtual, web, and client systems to ensure availability
  • Work closely with various technical teams (DevOps, Applications, and others) to troubleshoot issues and ensure our customers satisfaction and the overall health of our various environments
  • Provide input to capacity planning and scalability to ensure systems are optimized to handle our continuing growth
  • Involvement in hardware procurement, system planning, upgrading, monitoring, testing, troubleshooting and servicing
  • Use skills as an experienced professional with a full understanding of industry practices and company policies and procedures
  • Resolves a wide range of issues in imaginative as well as practical ways
  • Provide offsite support during conference events

501-1,000 employees

Primary care physician platform