Associate IT Service Desk Analyst

84 Lumber Company•North Strabane Township, PA

6d•Onsite

About The Position

The Associate IT Service Desk Analyst will be a member of the 84 Lumber THQ Service Desk team, providing procedural and First Level technical support to THQ, Store and Plant associates for all 84 Lumber Standard Technologies. As a member of the Service Desk Team, the successful candidate will own all customer issues and provide world class customer service through the first call resolution or escalation of reported incidents to the appropriate IT teams.

Requirements

Bachelor’s Degree (Business Administration, Computer Science, MIS or related field) or equivalent experience
Entry level experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows 10-11, Windows Server, remote control technologies such as Microsoft Remote Desktop, HP VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony
Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
Relentless dedication to customer service in both words and actions
Works with minimum supervision, proactively follow up on outstanding issues/tickets
Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions
Strong analytical, prioritizing, interpersonal, problem-solving skills
Strong verbal and written communication skills
Demonstrated collaborative skills and ability to work well within a team
Ability to work in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines and reporting

Nice To Haves

Prior experience with retail store operations and technologies preferred
HDI and/or ITIL certification preferred

Responsibilities

Receive and accurately log all support requests in a timely manner using the 84 Lumber Incident Management tools
Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets
Perform First Level support tasks including, but not limited to, cable connections and power validation, software installations, peripheral installations, restarting services on Unix and Windows based platforms, password resets and resolving issues documented in the 84 Lumber IT Knowledge System
Meet or exceed defined standards in the areas of Phone Call Metrics, Incident SLAs and Customer Satisfaction Surveys
Partner with other IT Teams as appropriate to help troubleshoot more complex incidents
Perform post-resolution follow-up to ensure reported incidents have been successfully resolved
Assist in training new service desk associates as well as customers as necessary
Engage 3rd party support partners as required
Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
All other duties as assigned