IT Service Desk Analyst

Information Technology San Diego, CA


Description

JOB SUMMARY:

Reporting to the IT Manager, the Information Technology Service Desk Analyst provides support to end-users, maintains end-user workstations, installs hardware and software solutions, provides end-user training as well as maintains end-user documentation in the ServiceNow knowledgebase. Tasks further include software asset management, hardware asset management, hardware lifecycle planning, PC maintenance, upgrades, and configurations. Additional responsibility includes the automation of repetitive tasks with tools such as PDQ Deploy and PowerShell. These tasks include but are not limited to application patching, Windows Updates, account provisioning. The Service Desk Analyst manages users and groups, licensing and subscriptions, and mobile devices using tools such as Office 365 Admin and Active Directory Users and Computers while conforming to the IT and Security policies.

 

ESSENTIAL JOB FUNCTIONS (Duties, Responsibilities, Activities):

Essential Job Duties:

  • Provide primary support to end-users, maintain regular communication throughout ticket lifecycle, and document resolutions through ServiceNow.
    • Research, resolve, and respond to incidents in ServiceNow in accordance with SLAs set by the Service Desk Manager.
    • Investigate and escalate problems to appropriate individual or group when necessary.
    • Work with third-party vendors in reporting, scheduling, and validation of service incidents.
    • Participate in regular IT Service Desk team meetings and projects.
    • Manage Realty Income devices, including employee mobile devices, through the Microsoft Intune MDM.
  • Install, test, configure, and repair workstations, peripheral equipment, and software.
    • Assist the Operations staff with tasks as directed by the Service Desk Manager.
  • Support Audio and video conferencing as well as the corporate phone system through Microsoft Teams.
  • Automate recurring processes and tasks when available.
    • Monitor the health of the users and computers through EventSentry.
  • Perform regular workstation, hardware, software upgrades, and maintenance.
  • Updates and maintains Software Asset Management / Hardware Asset Management.
  • Performs other duties as assigned.

ORGANIZATION RELATIONSHIPS:  

  • Create and maintain relationships with multiple software, hardware, and other third-party vendors.
  • Create and maintain strong trust relationships with end-users to provide quality Service Desk support and communication to all staff.
  • Create and maintain a strong working relationship with all IT staff in order to work collaboratively on multiple IT projects.
  • Follow industry trends of new or enhanced technology, for suggestions to the organization regarding technology upgrades and options.

 

REQUIRED QUALIFICATIONS: 

 Knowledge, Skills, and Abilities:

  • Critical thinker and problem-solving skills to provide the best support experience.
  • Excellent time management skills and ability to work in a dynamic office environment.
  • Ability to work in a team environment
  • Verbal, written communications and presentation skills
  • Excellent knowledge of Microsoft Windows and Office applications
  • Experience administering and troubleshooting Apple IOS mobile devices
  • Active Directory experience preferred
  • Atlassian Software administrative and development experience preferred

 

Realty Income is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information click here. If you require accessibility support to submit your application or other reasonable accommodations to participate in the recruitment process, please contact [email protected], or call 800-375-6700. An employee will respond to your message to begin the interactive process. Please note that this phone number and email address are only for individuals seeking a disability accommodation when applying for a job.