IT Service Desk Analyst

US - CA - Carlsbad Ref #4401 02-Dec-2019

Job description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.  

We’re growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

Job Responsibilities:

Are you a skilled, self-motivated and reliable Service Desk Analyst?  Do you enjoy taking calls and serving others by helping to solve their IT related problems?  Viasat is seeking to appoint a talented and committed new member of our Service Desk Staff.  

As a member of our Service Desk Staff you will provide timely and accurate support to end users including password resets, trouble-shooting and assisting users in installation or various requests for common enterprise software. You will work with teams within IT and other staff as appropriate to determine and resolve problems received from end users.  Additionally you will collaborate with teams to establish best practices, techniques, and tools for support, including documentation and feedback of software and services in our ecosystem.

If you love being a part of a team working to serve and support others while also providing a daily challenge, this job may be for you!

Responsibilities (includes but not limited to) 

Respond in a timely manner to requests for technical assistance in person, via phone, or electronically. 
Diagnose and resolve technical hardware and software issues assigned to them. 
Research solutions using available information resources. 
Advise user on appropriate action, sometimes education of user is required. 
Follow standard service desk procedures.
Log all service desk interactions and document issue resolution using the ITSM system. 
Maintain accurate inventory of all hardware and software resources and parts. 
Administer ITSM software. 
Identify and effectively prioritize situations requiring urgent attention. 
Track and route problems and requests and document resolutions. 
Stay current with system information, changes and updates. 
Maintain excellent communication with all end users and other members of the technology department. 
Work with outside vendors as needed. 
Install and support user applications such as mail, VPN, user applications, corporate applications, etc. 
Project work.

Can do attitude.
Ability to clearly communicate technical concepts to non-technical people.
Ability to multi-task in a fast-paced environment.
Attention to detail.
Stress tolerant.
2+ years related experience. 
A+ Certification and Network + Certification or equivalent experience required.
Ability to interpret documents, technical and operating instructions and procedure manuals.
Strong analytical troubleshooting and PC skills.
Working knowledge of Windows 10, Windows 7, Mac OS.
Microsoft Office Suite experience.
Strong focus on customer service and problem solving.
Professional written and verbal communication skills. 
High School Diploma or GED. 
US government position.  US Citizenship required. 
Ability to travel up to 10%

To learn more about this site and other office locations, please click here!

Additional requirements

Minimum education:

AA/AS or equivalent experience

Years of experience:

2-4 years


Up to 10%


US Citizenship Required



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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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