Job Details


Requisition Number 19-0012
Post Date 2/7/2019
Title Service Desk Analyst
Division Information Technology
PT/FT Full Time
City Washington
State DC
Description

Our Mission

The PCAOB oversees the audits of public companies and SEC-registered brokers and dealers in order to protect investors and further the public interest in the preparation of informative, accurate, and independent audit reports.

Job Description Summary

The PCAOB has a full-time, regular position for a Service Desk Analyst in the Office of Information Technology.  The primary responsibility of the Service Desk Analyst is to provide customer focused front-line technical support to PCAOB staff in person, phone, email, or remote support. This includes end-user issue/request, IMAC (Installation, Move, Add, Change) from cradle to grave, and education on our internal systems to end users.  The Service Desk team consists of a group of dedicated support professionals working out of the PCAOB’s Washington, DC headquarters and a number of regional office locations throughout the continental United States. This position will work closely with teammates as well as members of the other IT teams in carrying out IT’s mission and vision.

Responsibilities

  • Provide exceptional technical support and customer service and provide measurable results that demonstrate quality customer care and support
  • Multi-task, prioritize, and organize all tickets, calls, and emails
  • Utilize an incident management system for IMAC, Incident, Asset and Problem Management
    • Responsible for creating, managing, troubleshooting, documenting and resolving incidents in a timely manner
    • Meet or exceed all agreed upon Service Level Agreements
    • Provide periodic status updates to customers and properly document incidents
  • Support end-user standard workstation & laptop operating systems and software packages including but not limited to:
    • All aspects of Windows 7, Windows 10, MS Office 2010, Office 2016
    • Install/uninstall, troubleshoot, service, and maintain approved software
    • Support end-user server based software consisting of COTS and in-house titles
  • Support audio-visual equipment for use in meetings, conferences, teleconferences and other gatherings
  • Support mobile and landline telecommunication accounts, systems and hardware
  • Participate in and/or lead Service Desk projects
  • Record and/or maintain PCAOB tracked assets to ensure record accuracy and accountabilit
  •  Conduct bi-weekly new hire IT training sessions
  • Share knowledge by creating and maintaining procedural documents and technical instructions in the Service Desk team site
  • Adhere to company and team-specific policies and procedures
  • Participation in the after-hours / on-call rotation schedule
  • The position will require occasional travel between all PCAOB locations including VA, NY, TX, CA, GA, CO, IL and DC.  Work outside of regular business hours will be required on a periodic basis.
  • Other duties as assigned to ensure the smooth operation of the team and its interaction with OIT and end users             
Requirements

Qualifications

  • Bachelor’s degree in Information Technology or a related field, or equivalent experience
  • 2+ years relevant experience
  • Experience with BMC Remedy, Altiris and MDM a plus
  • Strong customer service skills
  • Detail-oriented, results-driven and process-oriented
  • Outstanding reasoning capabilities & strong analytical skills
  • Professional and effective verbal and written communication skills
  • Familiarity with a variety of concepts, frameworks, best practices, and procedures within the IT Support Discipline:
    • ITIL Framework
    • HDI Best Practices
  • Ability to support end user and, to a lesser degree, back-end computer, related hardware and peripherals
    • IMAC, troubleshoot service, maintain and repair personal computers
    • IMAC, server and network equipment with direct supervision of certified engineering staff
  • Ability to work effectively with minimal instruction on day-to-day work and general instructions on new projects or assignments
  • Ability to lift and carry 30 pounds for extended periods (As Required for Computer Moves, Receiving, and IT Asset Disposal)
  • Flexibility after normal business hours and on weekends (as needed for systems maintenance, upgrades, projects or system emergencies)
  • Experience with Dell and Lenovo workstation and laptop hardware platforms a plus
  • ITIL Foundations certification a plus
  • MOS certification a plus
  • KCS certification a plus
  • HDI Service Desk Certification a plus

Our Values

As we seek to accomplish our mission and implement our vision, we expect integrity, pursue excellence, operate with effectiveness, embrace collaboration, and demand accountability.

Equal Employment Opportunity

All PCAOB employees are entitled to equal opportunity and a professional work environment, free of discrimination and harassment. A workplace free of discrimination is fundamental to professional success and to the PCAOB's mission. The PCAOB will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.