Service Desk Analyst

About The Company

Weidenhammer Systems Corporation is a leading provider of innovative IT solutions and services, committed to delivering exceptional technology support to organizations across various industries. With a strong focus on customer satisfaction, Weidenhammer Systems leverages cutting-edge technologies and highly skilled professionals to ensure optimal performance, security, and reliability of IT environments. Our company prides itself on fostering a collaborative and inclusive work environment that encourages continuous learning and professional growth. As a trusted partner to our clients, we strive to implement tailored solutions that meet their unique business needs, enhance operational efficiency, and drive digital transformation.

About The Role

The Service Desk Analyst II at Weidenhammer Systems Corporation plays a pivotal role in maintaining the integrity and efficiency of our clients' IT infrastructure. This position involves providing prompt, accurate, and professional support to resolve a wide range of technical issues related to hardware, software, network, and cloud services. The ideal candidate will be responsible for managing incoming incidents and requests, performing first-level troubleshooting, and escalating complex problems as necessary. They will also contribute to process improvements, documentation, and knowledge sharing initiatives to enhance overall service quality. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively both independently and within a team environment. The Service Desk Analyst II will participate in an on-call rotation to support clients beyond standard business hours, ensuring continuous service availability and customer satisfaction.

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 systems.
• Working knowledge of PCs, operating systems, networking, and hardware concepts.
• Strong understanding of IT processes, procedures, and best practices.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Experience with monitoring server performance and troubleshooting issues.
• Basic understanding of Microsoft 365 environments, including Azure, EntraID, Intune, and related services.
• Exceptional communication skills, both written and verbal, with a customer-focused approach.
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team.
• Willingness to participate in after-hours on-call support, including nights and weekends.
• Strong motivation, attention to detail, and eagerness to learn new technologies and certifications.

Responsibilities

• Respond promptly to incoming calls and emails, accurately documenting incidents and requests in the case management system.
• Perform initial troubleshooting for incidents, diagnosing issues related to hardware, software, network, and cloud services.
• Prioritize and assign incidents to appropriate support teams or escalate as needed to ensure timely resolution.
• Maintain high first-call resolution rates by providing effective solutions and guidance to end-users.
• Manage and monitor open tickets, following up regularly to ensure resolution within agreed service levels.
• Proactively identify recurring issues and implement steps to eliminate or reduce their occurrence.
• Assist with configuring, administering, and maintaining Microsoft Windows Server environments, ensuring security and performance standards are met.
• Collaborate with internal IT teams to monitor, manage, and troubleshoot Microsoft 365 services, including Azure, EntraID, and Intune.
• Create and manage user accounts, access rights, and security policies for clients.
• Provide support for email systems, including creating and managing email accounts within Microsoft 365.
• Support web services administration such as IIS and Apache, and assist with database support for Microsoft SQL and MySQL as needed.
• Participate in process improvement activities, documenting procedures, and updating knowledge bases to enhance service delivery.
• Engage in after-hours support on a rotational basis, providing assistance across various technology platforms.
• Assist with application support, patch management, and other client support activities as assigned.
• Maintain current knowledge of relevant hardware, software, systems, and support policies to deliver accurate and effective solutions.

Benefits

Weidenhammer Systems Corporation offers a comprehensive benefits package designed to support our employees' health, well-being, and professional development. Benefits include competitive salary packages, health insurance, dental and vision coverage, paid time off, and retirement savings plans. We also provide opportunities for ongoing training, certifications, and career advancement to help our employees stay at the forefront of technology trends. Our inclusive work environment fosters collaboration, innovation, and recognition, ensuring that team members feel valued and motivated. Additionally, flexible work arrangements and support for work-life balance are integral parts of our company culture.

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. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status under applicable law. We believe diversity enhances our innovation and success, and we actively seek to attract, develop, and retain a diverse workforce.