IT Service Desk Analyst II (On-site) - Dayton, NJ

SGS • South Brunswick Township, NJ

208d • $26 - $31

About The Position

The IT Service Desk Analyst II serves as a Level 2 escalation point for the SGS Global Service Desk. Under moderate supervision acts as an expert for diagnosis and resolution of advanced technical issues with SGS Standard and Laboratory specific PC hardware, software, or network/communications tools & connectivity. This is an on-site position located at our Dayton, NJ facility.

Requirements

• Bachelor's Degree or equivalent education and experience in Information Technology or related discipline
• 2+ years' experience supporting a multi-faceted business environment
• Experience performing hardware and software troubleshooting and break-fix repair
• Experience in an IT role providing customer service
• Information Technology Infrastructure Library (ITIL) certificate

Nice To Haves

• Language Skills: English - Intermediate level proficiency, French - preferred
• Mathematical Skills: Intermediate level proficiency
• Reasoning Skills/Abilities: Intermediate level
• Excellent verbal and written communication, and interpersonal skills
• Strong customer service orientation
• Strong analytical, reasoning, and problem-solving skills
• Excellent time management skills
• Ability to prioritize daily activities
• Ability to work with minimal supervision in a fast-paced environment
• Adheres to internal standards, policies and procedures
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Knowledge and experience in IT Support and Operations: End-user hardware, software, and operating systems (Windows XP, 7, 10)
• Troubleshooting and network related issues and protocols
• Mobile device support

Responsibilities

• Provides ‘local onsite' assistance for employee incident resolution where applicable
• Provides ‘local onsite' assistance to other IT teams and vendors when required for new system installs, incident troubleshooting & resolution, site surveys, or other IT activities
• Tracks, monitors, documents and communicates with end-users for the requests, issues and incidents through completion using ServiceNow
• Completes assigned tasks in support of business-driven projects and initiatives
• Documents procedures and troubleshooting processes related to SGS standard and Laboratory personal computers
• Provides onsite support, as needed, to additional SGS facilities in the region
• Performs other duties as assigned

Benefits

• Medical, dental and vision insurance
• Company-paid life insurance
• Accident and long-term disability insurance
• Flexible spending accounts
• Competitive pay
• Matching 401(k) with immediate vesting upon enrollment
• Generous employee referral program
• Overtime (where applicable and with approval)
• Online training courses
• Virtual and classroom development experiences
• Education assistance program
• Paid-time off (vacation, sick, company holidays)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree