Analyst - Help Desk - IT

Responsibilities:

• Act as the initial contact for JMA users requiring technical support, whether via phone, email, or face-to-face interactions.
• Conduct effective troubleshooting by employing diagnostic methods and relevant questioning.
• Assess and identify the most appropriate solutions based on issues and information provided by end-users.
• Guide users step-by-step through the process of resolving their technical problems.
• Work collaboratively with and support other members of the IT teams (network, systems, or security) to tackle more complex technical issues.
• Utilize a service, help desk, or ticketing system to track, prioritize, and manage support requests efficiently.
• Establish, document, and maintain system standards to ensure consistent performance.
• Provision and configure end-user devices, including imaging laptops, deploying software, and managing mobile devices through MDM platforms.
• Provision and maintain user accounts in Active Directory and other 3rd party systems as assigned. 
• Successfully complete assigned tasks and projects within the designated time frame, budget, and specifications.

Required Skills & Experience:

• 3+ years of Information Technology Service Desk or equivalent experience.
• Possession of Microsoft 365 certifications is highly preferred.
• Previous experience in information technology or system administration is desirable.
• Knowledge of PC hardware, familiarity with office environments.
• A thorough understanding of networking protocols, various platforms, and hardware technologies.
• Proficient in Microsoft Office suite and related technologies, with a strong capability to learn new software and systems.
• Experience with service/help desk systems for managing, troubleshooting, and resolving end-user support requests.
• Hands-on experience with provisioning end-user devices, including laptop imaging, MDM management, and software deployment.
• Familiarity with Active Directory and User provisioning.
• Fluency in Italian and proficiency in English (both written and spoken) to effectively interface with global colleagues and present work/metrics to an international audience.
• Energetic and team-oriented attitude, coupled with a willingness to provide support to end-users and an aptitude for continuous learning.
• Excellent attention to detail with the ability to meticulously document, adhere to, and enforce standards across all IT platforms.