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Air Methods Corporation Sr Service Desk Analyst- Greenwood Village, CO in Greenwood Village, Colorado

DescriptionJob SummaryThe Senior Service Desk Analyst. is responsible for intake, triage,troubleshooting, resolving and documenting all Tiers of reported issues,and leveraging appropriate IT resources as needed.Essential Functions and Responsibilities include the following: Takes initial telephone, email, walk-in or other inquiries for serviceand incident related work orders; Records all issues accurately and timelyin Service Desk ticket management system escalates severe and/or complexissues to appropriate resources properly and efficiently Develop troubleshooting processes/procedures; for root cause andremediation, resolving those issues directly without escalation as often aspossible; assists peers with escalations as needed Conducts Tier 1-3 and troubleshooting and support of networkadministration, commercial off-the-shelf software, in-housecustom-developed applications, PBX and telephony infrastructure Strategically work with Admin team to develop processes for problemmanagement (ITIL) processes Participates in Server maintenance procedures Add/Edit/Remove users in Active Directory and network shares; workwith Audit team to ensure compliance with SOX Performs backup/additional administrative duties for Service DeskSupervisor as needed Other Duties as assigned.Additional Job Requirements Regular scheduled attendance Indicate the percentage of time spent traveling: 0%Subject to applicable laws and Air Method's policies, regular attendanceis an essential function of the position. All employees must follow AirMethods' employment practices and policies.Supervisory ResponsibilitiesThis position has no supervisory responsibilities.QualificationsTo perform this job successfully, an individual must be able to perform eachessential function satisfactorily. The requirements listed below arerepresentative of the knowledge, skill, and/or ability required. Inaccordance with applicable laws, Air Methods will provide reasonableaccommodations that do not create an undue burden so disabled employees mayperform the essential functions of the position.Education and Experience Associate's Degree (A.A) or equivalent from two-year College ortechnical school and 2 to 5 years' related experience and/or training;or equivalent combination of education and experience. Bachelor's preferredSkills Team Player with a professional attitude Excellent organizational skills; detail oriented, ability toprioritize and multi-task and meet deadlines Excellent customer service skills; written and verbal communications Ability to work independently with minimal direction Ability to work a flexible schedule including overtime and 24x7 on-callrotation at least one week per month. Ability to schedule and update projects using standard PM guidelinesComputer Skills Proficient with Microsoft Suite, including Word, Excel, PowerPointand Outlook Knowledge of PC hardware and peripherals Knowledge of Windows 2000/XP/7 and Windows Server 2003/2007 Knowledge of MS Office (Outlook, Word, Excel, etc) Knowledge of LAN/WAN networking Knowledge of VPN remote access Knowledge of Symantec Ghost Active Directory and Exchange Ability to use remote software to assist users or equipment Ability tosetup, troubleshoot and repair Video Recording Equipment Demonstrate ability to setup, troubleshoot and repair office copiers Demonstrate skills of setup and use with Virtual Machines/ServersCertificates, Licenses, Registrations A+, Network+, Microsoft (MCP)Hiring Salary Range: $23.77-$29.09/hourBonus/Commission Eligible: NoBenefits: Air Methods provides a comprehensive benefits package. We believeour benefits should be as diverse as our teammates. We offer competitivemedical, dental and vision coverage along with voluntary accident,hospitalization and critical illness coverage, short and long termdisability, life and ADandD, time off programs, pretax and Roth401(k) with a generous company match, tuition reimbursement,profession training and certifications, depe

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