Job Description

Analyst I Service Desk

As a Service Desk Analyst in Technical Services, your role includes managing Tech service requests via our ticketing system, walk-ups, and direct emails. You'll document user problems, suggest resolutions, and handle the flow of support requests, escalating to other departments when necessary with detailed notes and diagnoses. You'll also use, create, edit, and maintain the Knowledgebase, which includes SOPs and troubleshooting steps for common issues. Prioritizing first-class customer service is essential to ensure a positive user tech support experience.

Responsibilities:

• Customer Service: Excel in delivering outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow-through in all interactions. This role involves understanding user needs, providing timely and empathetic responses to inquiries and issues, and ensuring resolutions are effectively communicated and implemented, fostering positive relationships and trust with users.
• Diverse Endpoint Support: Provide robust and responsive technical support for various endpoints including Windows and Mac computers, printers, BYOD (Bring Your Own Device) phones, and digital signage. Troubleshoot and resolve issues swiftly to minimize downtime, offering user-friendly guidance and ensuring a seamless operational experience across all these platforms.
• Documentation: Responsible for meticulous documentation, encompassing taking detailed notes on user-reported problems, formulating potential resolution steps, and efficiently managing the influx of support requests. This role requires keen attention to detail and strong organizational skills to ensure accurate and comprehensive records are maintained, aiding in swift and effective problem-solving and enhancing the overall efficiency of the support process.
• Proficient in Problem-Solving: Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming, and the 5 Whys approach to efficiently diagnose and resolve complex technical issues. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction.
• Fulfilling Access Requests: Accountable for comprehensive user administration across various systems and applications, this role demands proficiency in light system administration tasks in multiple platforms, including Microsoft 365. The responsibility encompasses user account setup, maintenance, and troubleshooting, ensuring seamless access and functionality for users within these diverse environments.
• Collaborative Team Interaction and Knowledge Sharing: Actively engage in team-based troubleshooting, offering and seeking assistance with technical issues to foster a cooperative work environment. Diligently document resolutions and processes in the knowledge base, enhancing the team's collective knowledge and efficiency, and exemplifying the values of teamwork and continuous learning.

Requirements:

• Minimum of 2 years of experience in IT support.
• M365, Okta, Slack, Outlook, Zoom or relevant experience.
• Basic understanding of Active Directory administrative tasks including creating user and computer accounts.
• Customer service or hospitality experience.
• Excel in both written and verbal communication, ensuring clarity, professionalism, and a customer-centric tone in all interactions.
• Employ active listening and empathetic responses to understand and effectively address client needs, fostering positive relationships and ensuring customer satisfaction in every interaction.
• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management.
• College degree, or related work experience.
• Comptia certifications (e.g., A, Net, etc.) is a plus.
• This is a full-time position requiring occasional after-hours support.
• Physical presence at the office is necessary.
• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.

The salary range for this position is $54,000 - $67,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

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