IT Service Desk Analyst

The IT Service Desk Analyst is responsible for delivering world class support services across EF’s North American entities and its affiliates. This position will be a part of our North American IT organization and will work closely with our Panama Office Life and Services team to provide support for our onsite facilities work.
- Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow up of service requests/incidents.

**Primary Responsibilities**
- Responsible for Level/Tier 1 support providing basic to intermediate support. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with EF needs.
- Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to Senior Service Desk Analyst for incidents/requests that require elevated support.
- Diagnose and resolve simple to moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.
- Demonstrates an understanding of network-related activities and support, including but not limited IP addressing, DHCP, and DNS.
- Acquires professional knowledge and skills by participating in training opportunities, in service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, may be asked to train other IT colleagues.
- Acquires an understanding of best practices regarding IT security in order to quickly identify potential business impacting vulnerabilities / threats.
- Contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
- Responsible for hosting, initiating, and contributing to the Critical Incident Management process. Onsite Facilities:

- Work closely with our Office Life & Services team in Panama to support facilities projects and keep the office up to date and well organized
- Support projects as they arise that include, but are not limited to, building issues, handling shipping requests, employee desk setups and moves, building relationships with external vendors, printer support and set up, supporting office-wide network issues

**Required Qualifications**
- High School diploma or GED required.
- 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a Microsoft Windows / Microsoft 365 / Azure Active Directory environment.
- Interest in supporting facilities-based projects with the ability to carry and lift items such as, but not limited to, heavy boxes; monitors/screens; office furniture.
- Advanced Knowledge of various Operating systems (OS) such as Windows 10/11 and macOS as well as knowledge of various mobile devices, such as: iOS and Android platforms. Knowledge of networking fundamentals and solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience with Microsoft Office 365.
- Knowledge and experience with ITSM systems such as Fresh Service or Salesforce. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
- Advanced technical computer skills as required for technical support specific to functional area and related systems.
- Superb Customer Service skills are a must

**Preferred Qualifications**
- Knowledge of Lenovo, Apple, Cisco and Canon hardware is desirable.

**Why you’ll love working here**
People at EF make things happen. We encourage you to take full ownership of your work, regardless of your level or experience. EF team members often say we operate like the world’s largest startup because this boundless entrepreneurial spirit is built into our organization’s DNA. We also offer:

- The opportunity to work in our brand new office located in Costa del Este
- Time off includes 22 annual leave days & 12 public holidays
- Private health insurance 3 months after joining

**About EF Education First**
- At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.
- When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in