Service Desk Analyst

• Provides a high-quality customer service experience to all users at all our locations
• provides tier 1 service to end users by answering and responding to incident and service requests submitted via the Service Desk Portal, phone call, e-mail, and in person
• ensures that incident requests are resolved per established service level objectives, polices, and procedures
• analyzes, troubleshoots, and repairs systems to maintain their integrity, performance, and security for the end users to perform their daily job functions efficiently
• performs diagnostics and analysis in partnership with other Service Desk Team members to resolve issues and promote learning
• installs, configures, and deploys computer systems, software, and peripherals for new hires and annual upgrades as per a schedule approved by management
• assists with the development and maintenance of technical procedure and knowledge base documentation related to the installation, troubleshooting, and maintenance of hardware and software and general how-to information
• promotes and shares first call resolutions with team members, by providing detailed documented steps to assist in increasing overall Service Desk Team first contact resolution
• support and maintain new and existing asset account information including rights, security, and systems groups in Active Directory
• respond to off-hour alerts, calls, e-mails, or notifications to ensure operational efficiency and uptime.

• An associate degree in Computer Science or equivalent certifications and 2 years’ experience in the field
• excellent computer skills and be knowledgeable with all Microsoft applications including Windows Desktop Operating Systems, MS Teams, O365, Anti-Virus/Malware software, and hardware including desktops, laptops, tablets, printers, and peripherals
• exceptional interpersonal skills and the ability to communicate and relate to senior-level executives, management, as well as all levels of employees
• experience with Service Desk Plus would be a plus
• well organized, diligent, and be a self-starter with the ability to work with minimal supervision and to independently identify work to be done
• flexible and can adjust to sudden changes in work priorities
• attention to detail and extreme care in performing tasks accurately and carefully are also essential.

Experience with Service Desk Plus would be a plus.

• Medical, vision, dental, and life and disability insurance
• company 401(k) plan
• free online training.