Under the direction of the Service Desk Manager the Associate Service Desk Analyst provides first level problem tracking and recording, and executes quick and efficient resolutions of technical issues on supported platforms within the Service Desk area. The Associate Analyst works with and assists the Analyst or Senior Analyst in resolving problems and performing routine service for customers. High school diploma required, BS/BA degree preferred. Minimum of one (1) year Information Technology Help Desk high volume experience or three (3) years professional high volume IT operational and customer support experience. Service Desk/Help Desk Certification a plus. Ability to type 35wpm required. Ability to handle large call volumes. Strong problem-solving skills. Excellent time management skills. Must be detail oriented with excellent written and oral communication skills, and have excellent listening skills and problem solving abilities. The position requires a thorough knowledge of Active Directory and Networking fundamentals including TCP/IP protocols, knowledge of Windows OS and DOS as well as Network Operating Systems, emulation software, and all Microsoft Office applications. Individual must be able to multi-task in a fast-paced environment and simultaneously work on multiple projects/tasks under time pressures. Must have a valid Drivers license.