Website Cox-Little & Company

IT Service Desk Analyst

Full-Time | Memphis TN | Onsite | $50-$70K Salary


• 1st and 2nd level technical support to internal staff and contractors
• Understand and support technology services used by West Fraser
• Respond to telephone, ticket queue, IM queue, and Walk-ins
• User management via Service Manager, Active Directory and Office 365 Admin consoles (i.e., membership to software groups, email distribution lists, exchange, Office 365 licenses and settings, etc.)
• Properly document steps taken to resolve incidents, including all successful and unsuccessful actions taken through to resolution in the designated ticketing system
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Escalate incidents as required
• Identify and escalate trends and emerging situations allowing the IT Department to maintain service levels
• Perform post-resolution follow-up on incidents
• Develop help sheets and frequently asked question lists for end users
• Facilitate user access management requests
• Perform or coordinate access management reviews
• Perform routine operational duties (e.g. reviewing log files)
• Required to work after hours and weekends at times
• Perform and/or coordinate asset inventory reconciliations
• Perform corporate IT purchasing/receiving tasks as require
• Special projects and other duties as assigned

Required Skills:

• Post-Secondary Information Technology degree, diploma, or equivalent experience
• 2-3 years of previous IT Service Desk experience (required)
• ITIL certificate (Asset)
• Bilingual – French (Strong Preference)
• Experience working in the ServiceNow ticketing system (Asset)
• Excellent written and verbal communication skills
• Strong problem-solving skills with the ability to analyze and make an educated decision
• Detail-oriented
• Strong communication and interpersonal skills
• The ability to work cooperatively and collaboratively with other team members
• Experience with mobile platforms iOS and Android
• Strong knowledge of Microsoft products – Windows 7, Windows 10
-Excel, Word, PowerPoint, Outlook, Teams
-Office 365

• Ability to periodically travel

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