Service Desk Analyst

About The Company

Weidenhammer Systems Corporation is a leading provider of innovative technology solutions, dedicated to delivering exceptional IT services and support to a diverse range of clients. With a strong commitment to excellence and customer satisfaction, Weidenhammer Systems leverages cutting-edge technology and industry best practices to ensure optimal performance, security, and reliability for all its clients. The company prides itself on fostering a collaborative and inclusive work environment, encouraging continuous learning and professional growth among its team members. As a trusted partner in technology, Weidenhammer Systems continues to expand its service offerings to meet the evolving needs of the digital landscape.

About The Role

The Service Desk Analyst II at Weidenhammer Systems Corporation plays a critical role in maintaining the integrity and efficiency of our IT support operations. This position is responsible for providing timely and accurate responses to incoming incidents, requests, and alerts via calls and emails. The analyst will document all interactions meticulously within the case management system, ensuring a clear record of troubleshooting steps and resolutions. The role involves prioritizing and resolving incidents efficiently, maintaining a high first-call resolution rate, and adhering to performance metrics related to utilization, occupancy, and queue readiness. The Service Desk Analyst II collaborates closely with other IT team members to monitor, manage, and troubleshoot various systems, including Microsoft 365 environments, Azure, EntraID, and Intune, among others. The role requires proactive incident management, process improvement participation, and knowledge sharing to enhance customer satisfaction and operational effectiveness.

Qualifications

• Minimum of 5 years of experience in case management, troubleshooting, and service desk support.
• High School Diploma required; relevant certifications or a bachelor's degree in technology or related fields preferred.
• Proficiency with a broad range of technologies including Microsoft, Citrix, VMWare, Hyper-V, and related platforms.
• Strong understanding of PC hardware, operating systems, networks, and applications.
• Experience with Microsoft 365 environments, including Azure, EntraID, and Intune.
• Excellent troubleshooting skills and the ability to analyze and resolve complex issues.
• Effective communication skills, both written and verbal, with a customer-focused approach.
• Ability to work independently and collaboratively within a team environment.
• Willingness to participate in an on-call rotation, including nights and weekends.
• Demonstrated ability to learn and adapt to new technologies and certifications.

Responsibilities

• Respond promptly to incoming calls and emails, documenting incidents accurately and thoroughly into the case management system.
• Monitor ticket queues for critical issues, perform initial troubleshooting, and escalate as necessary to appropriate support teams.
• Manage and enforce system security protocols, including creating user accounts and managing access rights.
• Administer, configure, and maintain Microsoft Windows Server environments to ensure optimal performance and security.
• Collaborate with IT team members to monitor, manage, and troubleshoot Microsoft 365 services such as Exchange Online, SharePoint, Azure, and related applications.
• Provide exceptional customer service, educating clients on system operations and best practices to foster effective user relationships.
• Utilize knowledge bases and support resources to research, resolve, and respond to incidents efficiently.
• Manage incident resolution processes, ensuring timely follow-up with support personnel and users to maximize customer satisfaction.
• Maintain current knowledge of relevant software, hardware, systems, and support policies to deliver accurate solutions.
• Administer Microsoft-based systems, including Active Directory, GPOs, DNS, and enterprise management tools.
• Support web services such as IIS and Apache, and create or manage email accounts within Microsoft 365.
• Perform basic administrative support for databases like Microsoft SQL and MySQL.
• Assist with application support, upgrades, and implementation activities for proprietary customer applications.
• Develop and update internal documentation and procedures tailored to customer environments.
• Participate in after-hours support rotations, providing assistance across multiple technology platforms as needed.
• Contribute to additional duties such as patch management, application support, and client support activities.

Benefits

Weidenhammer Systems Corporation offers a competitive benefits package designed to support the well-being and professional growth of its employees. Benefits include comprehensive health insurance options, dental and vision coverage, retirement plans, paid time off, and professional development opportunities. The company fosters a positive work environment that encourages work-life balance, recognizes employee achievements, and provides opportunities for advancement within the organization. Additionally, employees have access to ongoing training and certification programs to enhance their technical skills and career trajectory.

Equal Opportunity

Weidenhammer Systems Corporation is an equal opportunity employer. We are committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected status. We believe diversity enhances our ability to serve our clients effectively and innovate continuously. All employment decisions are made based on qualifications, merit, and business needs.