Job description

The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role’s primary responsibility is to receive, prioritize, document and resolve/escalate end user’s requests and issues.

Key Responsibilities and Essential Job Functions

• Field incoming interactions to the Service Desk via phone, email and self-service regarding hardware and software related requests and issues.
• During end user interactions, document all pertinent user information, request/issue details and steps undertaken during the interaction in the ticketing.
• Using company established rules, prioritize end user’s requests and issues.
• Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group within agreed service levels.
• Applying ITIL best practices and technical acumen to every client interaction.
• Provide Tier 1 technical support on computer, mobile, hardware, software, conferencing, and other IT related technologies (also Tier 2 & 3 when a solution is present in Knowledge Base).
• Communicate effectively with end users in all stages of the request fulfillment and incident management processes; including initial interaction, triage, escalation, and status updates as requested.
• Manage individual task queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
• Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
• Participate in team projects that enhance the effectiveness of the Service Desk.
• Act as an escalation for Service Desk Analyst I staff.
• Escalate problems tickets and alert Management to emerging trends in incidents.
• Serve as on-call for afterhours support and Major Incidents on a rotational basis.
• Other duties as needed.

Required Qualifications

• 3-5 years working experience in Service Desk Operations or relevant experience
• Proficient knowledge or experience in Help Desk/Service Desk Operations
• High level expertise in end user interaction/service
• Have excellent communication skills, both orally and written
• Proven ability to be both analytical and effective at prioritizing tasks in a high-pressure environment
• Exceptional track record of working in a team-oriented, collaborative environment with a high-level focus on client service
• Working knowledge of computer hardware, software, and operating systems (including Windows 10), Active Directory, Office365, Exchange Online, end point management, VPN, video conferencing, and mobility (Android and iOS)
• Proven analytical and problem-solving skills
• Traveling around locally to our data centers as needed by our clients

Preferred Qualifications

• Preferred - BS in Computer Science, ITIL/MOF knowledge, MIS or similar field
• Microsoft MCP or MCSA preferred
• ITIL v3 certification or higher preferred

Physical Requirements

• Ability to sit for extended periods of time
• Walk or stand for 10% of the time
• Moderate or advanced keyboard usage
• Lift 25 lbs.
• Travel 5% of the time

Job Type: Full-time

Pay: $32.30 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Help desk: 3 years (Preferred)

License/Certification:

• ITIL v3 certification (Preferred)

Work Location: On the road

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