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Service Desk Analyst

Virginia Beach, Virginia
Job Type
27 Jul 2022

DroneUp is seeking a Service Desk Analyst to support on-site and remote users throughout the company. The Service Desk Analyst is a tech-savvy, creative problem solver responsible for providing technical assistance with computer systems, hardware, and software while working in a dynamic and rapidly-changing work environment.


  • Respond to requests for assistance on the phone, via email, in person, or through remote access
  • Troubleshoot recurring technical issues and suggest solutions to address the root of the problems
  • Investigate, independently, and implement solutions to technical issues
  • Deliver IT support for operating systems, productivity software, and a variety of other applications used internally
  • Diagnose and resolve technical hardware and software issues logging all Service Desk interactions
  • Research questions using available information resources
  • Follow up with customers and users to ensure complete resolution of issues
  • Identify and escalate situations requiring urgent attention informing management of recurring problems
  • Track and route problems, requests, and document resolutions
  • Stay current with system information, changes, and updates
  • Compose and assist with editing and updating training manuals for new and revised software and hardware and train new employees as needed
  • Update and maintain company knowledge base
  • Participate in development of client training programs by identifying learning issues and recommending instructional language
  • Update job knowledge by participating in educational opportunities and maintaining personal networks
  • Other duties as assigned
  • Associate's Degree in Computer Science (or related field) or 2 years' hands-on computer support experience in a technical support role
  • Understanding of basic networking concepts and proficient in troubleshooting service requests
  • Proficient in Google Suites preferred, Microsoft Office a plus
  • Knowledge of mobile device management systems
  • Understanding of SSO and MFA solutions.
  • IT support ticketing system experience preferred
  • Skilled in problem-solving, being detail oriented, analytical, and working in a team environment
  • Experience with training new users
  • Excellent communication and interpersonal skills
  • Flexibility to work a variety of shifts and participate in an after hours on-call rotation
  • Ability to diagnose and resolve basic computer technical issues
  • Experience documenting internal process/procedures and updating/maintaining knowledge base articles
  • A strong working knowledge of Windows 10 and MacOS 12+, as well as related hardware and software

This position also requires the following essential functions:

  • Visual acuity (i.e., needed to prepare and analyze data, to transcribe documents, to view a computer, to read, to inspect objects, or to operate machinery)
  • Capacity to reason and make sound decisions
  • Ability to regularly perform all job functions at Company's office or work site
  • Fingering (i.e., picking, pinching, typing, or other working that uses the fingers)
  • Ability to read complex documents in the English language
  • Ability to write complex documents in the English language
  • Capacity to express thoughts orally (i.e., accurately, quick and loudly convey spoken instructions to workers)
  • Capacity to think, concentrate and focus over long periods of time
  • Repetitive motions of any part of the body


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  • Job Reference: 668998164-2
  • Date Posted: 27 July 2022
  • Recruiter: DroneUp LLC
  • Location: Virginia Beach, Virginia
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent