Helpdesk Analyst I - (Kansas City)
About The Position
This role is for a Helpdesk Analyst I within the Tier I IT Support Team, responsible for managing and resolving IT tickets to ensure timely resolution or escalation. The analyst will ensure all IT tickets are worked or routed appropriately according to team guidelines, maintain concise documentation for tickets and knowledgebase articles, and provide excellent customer service to Segra employees through various communication channels. The position requires adaptability to a changing IT landscape, a proactive approach to problem-solving with minimal direction, and the ability to resolve in-person technical issues at the Kansas City, MO office. The role also includes other duties as requested by the manager.
Requirements
- 5 or more years of experience.
- Excellent customer service skills in an IT technical setting.
- Knowledgeable in all Microsoft products and Dell computer systems.
- Experienced in working with people face-to-face or over the phone.
- Experience in working in a fast-paced IT environment.
- Willingness to be flexible when things don’t go to plan.
- Ability to work well with others within an IT team setting.
- Help desk support skills.
- Troubleshooting skills.
- Service desk skills.
- Ticketing system skills.
- Help desk skills.
Nice To Haves
- Adapt to a relatively ever-shifting corporate IT landscape.
- Take a proactive approach to problem solving with minimal business impact or direction from IT Leadership.
Responsibilities
- Work on and resolve Tier I level tickets within the ServiceNow ticketing platform.
- Escalate IT Support tickets as needed or reroute tickets to other applicable departments.
- Maintain documentation for all user-facing materials, including ticket updates and knowledgebase articles.
- Provide a positive customer service experience in-person, via Teams messaging, or telephone calls.
- Resolve in-person technical issues or other IT-related issues outside of the ticket system at the KC MO office.
- Handle all other duties as requested by their manager.
Benefits
- Medical
- dental
- vision
- Critical Illness
- Accident
- Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
