Service Desk Analyst

Information Technology – Virginia Beach, VA

The Christian Broadcasting Network (CBN) is seeking onsite Service Desk Analysts to join its expanding team of IT professionals.  This essential position will provide telephone technical support solving information technology issues for clients who are experiencing a wide variety of computer challenges.

The successful candidates 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 10
  • Familiar with hardware support (laptop, desktop, printers, and monitors)
  • Familiar with Windows 10, MAC OS 10.x.x, and Microsoft Office 365
  • Familiar with Malware, Adware, and Virus diagnostic utilities
  • Familiar with VPN, Remote Desktop, Active Directory, Virtual Desktop and Outlook
  • Ability to conduct research into a wide range of computing issues is required
  • Experience working with ticket management – demonstrated skill in the effective documentation and management of work-through service request software
  • Strong time-management with ability to prioritize and execute tasks under a high pressure environment
  • Excellent oral and written communication skills
  • Friendly with 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
  • Ability to sit for extended periods of time
  • MCP certification preferred (MTA or MCSA)
  • Industry standard Service Desk certification desired: HDI Support Center Analyst
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