Service Desk Analyst

Information Technology - Virginia Beach, VA

The Christian Broadcasting Network (CBN) is seeking a Service Desk Analyst to join its team of IT professionals.  This position is the front-line support for all emails, phone calls, voicemail and walk-in incidents and service requests. Our Service Desk Analysts perform first level troubleshooting and resolution for clients experiencing a wide variety of computer challenges.

The successful candidate will have the following qualifications:

  • Minimum of one year of IT support experience and/or a technical degree
  • Demonstrated experience with phone or remote technical support
  • Knowledge of Windows 7, Windows 8, and/or Windows 10
  • Experience working with ticket management – demonstrated skill in the effective documentation and management of work-through service request software
  • Experience with basic front-line support and troubleshooting skills, Active Directory account admin, remote tools, MS Office, and Outlook
  • Experience supporting virtual desktop
  • Excellent oral and written communication skills
  • Ability to maintain professional and client service oriented approach with excellent interpersonal skills
  • Critical thinker with ability to know when to escalate a problem
  • Self-motivated with ability to work independently and as an effective member of a team
  • Must be able to learn, understand, and apply new technologies demonstrating initiative and eagerness to tackle all issues/problems reported to the Service Desk
  • MCP certification preferred (MTA or MCSA)
  • Industry standard Service Desk certification desired: HDI Support Center Analyst