Service Desk Analyst

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The Service Desk Analyst provides 24x7 network, hardware, and software support for various client communities which includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, mainframe issues, proprietary applications, mobile devices, and PC support in a Windows 98/2000/2003/XP/7/Vista environment.

Duties & Responsibilities

The Service Desk Analyst performs a wide range of duties including some or all of the following:

  • Respond to telephone calls, email and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
  • Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics
  • Identify, research, and resolve technical problems and escalate problems to other support teams when necessary
  • Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system
  • Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
  • Consult user guides, technical manuals, and other documents to research and implement solutions
  • Provide advice and training to users in response to identified difficulties
  • Collect, organize and maintain a problems and solutions log for use by other technical support analysts

Additional Duties and Responsibilities

The Service Desk Analyst may also perform duties including some or all of the following:

  • Improve customer service, perception, and satisfaction
  • Participate in a 24/7-365 weekly on-call rotation
  • Provide backup support for break-fix related clients when overflow requires
  • Provide On-Site support for deployments, and troubleshooting

Mandatory Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and abilities

  • Ability to demonstrate a solid understanding of basic network components and concepts
  • Ability to provide support to end users on a variety of topics including Windows 98/2000/2003/XP/Vista, MS Office, printers, mobile devices, and email issues
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work
  • Strong organizational skills for chaotic environments
  • Ability to track, update and report on many time sensitive items

Education (One or more of the following)

  • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment.
  • Previous call center, customer service, technical support experience
  • A+ Certification, ITIL Foundations, and MCSA considered an asset


  • Previous technical support, call center, and/or customer service experience

Security and Safety

Enhanced reliability security clearance and criminal record check

Personal characteristics

The Service Desk Analyst should demonstrate competence in the following:

  • Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
  • Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
  • Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
  • Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
  • Lead: Positively influence others to achieve results that are in the best interest of the organization.
  • Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
  • Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track time/details/data/information/activities.
  • Plan: Help determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
  • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Optional Qualifications

The following would be considered as additional assets for this position:

  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified Systems Administrator (MCSA)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified Professional (MCP)
  • Microsoft Office Specialist (MOS)
  • CompTIA Network+
  • CompTIA Server+

Experience in:

  • Microsoft Windows XP, 7, 8, 10
  • Microsoft Office Suites 2000/XP/2003/2007
  • Xerox Printer certifications
  • Fortinet devices

Working Conditions

  • Office environment
  • Valid driver’s license required during employment
  • Candidates must also be able to work any shift, holidays, and weekends

Physical Requirements

  • Typically requires good near vision
  • Ability to handle loads of up to 40 lbs may be required
  • Ability to climb to heights up to 15 feet
  • Ability to work in confined spaces

Direct Reports

As delegated by functional manager.