Help Desk Analyst I (US)

About the position

The Help Desk Analyst I will be responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes. This position is not eligible for current or future sponsorship. The role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Responsibilities

• Handles basic technical problems via the telephone and resolves first line customer issues.
• Logs and manages calls while utilizing the correct procedures.
• Handles specialized functions including fulfillment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved.

Requirements

• Requires an AA/AS degree in Information Technology, Computer Science or related field of study.
• Minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

Nice-to-haves

• 2 years of customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.
• Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.
• Zendesk and Jira experience preferred.

Benefits

• Merit increases
• Paid holidays
• Paid Time Off
• Incentive bonus programs
• Medical benefits
• Dental benefits
• Vision benefits
• Short and long term disability benefits
• 401(k) + match
• Stock purchase plan
• Life insurance
• Wellness programs
• Financial education resources