Techdesk Analyst

Job SummaryThe ELS TechDesk Analyst is an entry-level position responsible for providing technical end-user desktop computer support under supervision. This role involves installing, configuring, and troubleshooting desktop systems, workstations, and network issues. Functional AccountabilitiesPerform Active Directory and Exchange administration, including user account resets, modifications, security group management, quota adjustments on Windows servers, creation and modification of distribution lists, shared mailboxes, and SMTP addresses.

Diagnose and resolve issues through remote desktop support for single and multi-user systems using appropriate maintenance tools and problem-solving skills. Establish and adhere to service level response and resolution times for all systems. Coordinate between employees and 2nd/3rd level IT Support for issues beyond the scope of the 1st Level Service Desk team.

Communicate effectively with management, team members, and various customer groups. Take ownership in learning new business and technical skills to develop processes or applications that enhance team capabilities. Perform as an individual contributor and collaborate effectively within a team environment.

Technical CompetenciesKnowledge of PC hardware, architecture, and Desktop Operating System internals. Exceptional communication skills, including clear verbal articulation, listening, and comprehension. Experience supporting remote users via connectivity clients.

Proficiency in Windows, Mac, MS Office, Internet Explorer, Instant Messaging Tools, TCP/IP Client Software, Acrobat Reader, Mainframe, Active Directory. Understanding of LAN and WAN network protocols, including remote connectivity. Familiarity with supporting Blackberry, iOS, and Android devices.

Experience with Service Management tools; FreshService experience is a plus. ITIL certification is advantageous but not required; knowledge of IT Service Management is preferred. Other Qualifications / RequirementsStrong communication skills, both verbal and listening comprehension.

Familiarity with supporting iOS devices. Experience with Service Management tools; FreshService experience preferred. ITIL certification is a plus; knowledge of IT Service Management beneficial.

Bachelor's degree or at least 2 years of college-level coursework completed (excluding back subjects). LexisNexis, a division of RELX, is an equal opportunity employer. Qualified applicants are considered without regard to race, color, creed, religion, sex, national origin, citizenship, disability, veteran status, age, marital status, sexual orientation, gender identity, genetic information, or other protected characteristics.

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