IT Service Analyst II

KP LLC•Renton, WA

23d

About The Position

KP LLC is more than just a company. We have stood the test of time for over 90 years by combining our traditional services with the latest online technology. We continue to build on this foundation, growing our team with the same core values that made us who we are. KP is looking for a IT Service Analyst II at our Renton, WA location. If you’re seeking a meaningful role where you can make a real difference, we welcome you to jump aboard and join our dynamic team! The IT Service Analyst II is self-motivated, resourceful, understands the value of documentation and standards, and can collaborate exceptionally across teams.? In addition to providing amazing customer service, the IT Service Analyst II will be responsible for leveraging technology to streamline and automate activities like hardware and software provisioning, as well as responding to and resolving end-user tickets.?

Requirements

Bachelor’s Degree/Bachelor’s Seeking with Technical Competencies and 3 years of industry experience OR 5 years of industry experience
Strong written, verbal communication, and collaboration skills are a must
Must have experience working within an ITIL service management platform, including asset management
Must have experience working with and troubleshooting Active Directory, Entra ID, DNS, DHCP and Group Policy Objects (GPOs)
Experience working with and troubleshooting Office 365 and the Modern Workplace
Experience with imaging and zero-touch deployment technologies
Experience troubleshooting and supporting Windows computers
Experience with scripting and automation tools
Experience creating and following change control processes; familiarity with ITIL.
Experience in supporting infrastructure in regulated environments
Applicable industry certifications (Microsoft, A+, HDI, etc.)

Nice To Haves

Experience working in a manufacturing environment is highly desirable

Responsibilities

Advanced troubleshooting of hardware, software and networking issues, in collaboration with our technology vendors
Advanced hands-on experience triaging issues, quickly resolving issues and escalating to higher-level resources accordingly
Manage asset inventory for software and hardware
Triage and resolve inbound incidents and service requests, and serve as an escalation point for technical issues
Respond/resolve end-user issues according to the SLA
Identify ways to improve our current processes
Create/update IT specific and end-user facing support documentation, FAQs, KBs, etc.
Participate in on-call and triage rotations
Other duties as requested or assigned