Service Desk Analyst (Replacement)

Arch Global Services offers competitive pay and a comprehensive benefits package. Additionally, Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company. We also have a little fun along the way, check out our Holiday Party.

The Support Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.  This is a Night Shift role.

• Performing day-to-day support work for the company’s end users.
• Creating and deleting user accounts
• Assisting with Ad Hoc projects and backup support for the US Support team

Technical Skills                           Proficiency Level             Required (R) /Optional (O)

Microsoft Office (Word, Excel,

PowerPoint, Access)                                4                                               R

Office 365                                                   4                                               R

Microsoft Exchange and Outlook            4                                               R

Windows 7/Windows 10                            4                                               R

SharePoint knowledge                                 3                                               O

ServiceNow ticketing system                       3                                               O

Active Directory                                            3                                               R

Virtual Machines                                           3                                               O

Citrix                                                             3                                               O

Hardware Troubleshooting                        4                                               R

Basic Network Troubleshooting                4                                               R

McAfee Drive Encryption                              2                                               O

Multifactor Authentication                             3                                               O

Blackberry Work                                           1                                               O

Cisco Unity                                                   1                                               O

WebEx                                                          1                                               O

SCCM                                                           2                                               O

• Excellent Customer Service Skills
• Experience with Virtual Machines and Citrix
• Knowledgeable in Windows7/10
• Strong analytical skills, spreadsheet skills, and business problem solving skills
• Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
• Basic understanding of IT and insurance terminology preferred
• Ability to work well independently and as part of a team

BS in IT or any related field