Job Description

Service Desk Analyst

Frankfort, KY

Monday-Friday 6:30a.m.-6:00 pm

Some Saturdays: 7:30 am – 1:00 pm

As a Service Desk Analyst, you will play a crucial role in supporting our agency staff by providing technical assistance both remotely and in person. This role requires a combination of technical proficiency and exceptional customer service skills. You will be responsible for ensuring that our technology infrastructure operates smoothly and efficiently, as well as assisting with various technical issues that may arise.

Key Responsibilities:

1. Customer Service: Provide excellent customer service by effectively communicating with agency staff, addressing their technical concerns, and ensuring their needs are met.
2. Technical Support: Perform desktop support tasks, including but not limited to the installation, troubleshooting, and repair of hardware and software in a Windows-based environment.
3. Physical Requirements: Maintain a valid driver's license and be physically capable of lifting objects weighing up to 50 pounds as needed for equipment setup and maintenance.
4. Network Troubleshooting: Possess basic network troubleshooting skills to diagnose and resolve network-related issues and assist in maintaining network infrastructure.
5. Security Systems Support: Assist in the maintenance and troubleshooting of security cameras, servers, and network switches as necessary to ensure the security and integrity of our systems.

Qualifications:

• Minimum 1 year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills.
• Excellent customer service and communication skills.
• Experience with Active Directory.
• Ability to multi task,
• Documentation skills.

Preferred Qualifications:

• Desktop Support (Onsite and remote)
• Windows 7 and 10 Operating System.
• Mapping network drives
• Global Protect support
• General NAS knowledge
• Office Suite (particularly Outlook 2013 or higher)
• Application knowledge (adobe, java, etc.)
• Preferred ServiceNow Ticketing System experience and knowledge base writing.

About Brooksource:

At Brooksource, our business is people. Relationships are at the center of what we do. A successful partnership is only as strong as the relationship built. We’re your trusted partner for IT hiring, recruiting and staffing needs.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

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