IT Service Desk Analyst

Erickson Senior Living • Baltimore, MD

1d • $27 - $29

About The Position

The IT Service Desk Analyst provides first-level and some second-level support for IT systems and serves as the first point of contact for IT incidents and service requests. The analyst responds to user issues, documents incidents and resolutions, and escalates issues as needed to help provide a smooth user experience. The role operates in a high-volume environment and includes maintaining service quality and compliance with Service Level Agreements.

Requirements

• At least 1 year of Service Desk experience.
• CompTIA A+ certification required within 12 months of hire.

Nice To Haves

• Job-related technical certifications are preferred.
• Ongoing pursuit of certifications is considered evidence of continuous learning.

Responsibilities

• Answer incoming technical support phone calls and emails in a high-volume environment and enter relevant issue information and updates into a ticket-tracking application.
• Deliver high levels of customer service and ensure compliance with Service Level Agreements.
• Analyze and document reported issues and outages, determine their severity, impact, and nature, and begin the incident or service request management process.
• Proactively check Service Desk queues for open tickets.
• Partner with and/or assist project teams on business and IT initiatives.
• Communicate with company employees regarding system outages and planned maintenance.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision packages, including annual reimbursement for qualified wellness expenses, personal health coaching, and telemedicine options.
• PTO plans and company-paid volunteer hours for eligible team members, in accordance with applicable state law.
• 401(k) for team members age 18 and over, with a company 3% match.
• Onsite medical centers providing wellness visits and sick care for team members over 18.
• 30% discount on food and drinks at onsite dining venues, plus discounted healthy-choice meal options.
• Education assistance, certification reimbursement, and access to an online learning library with over 6,000 courses.
• Eligibility for an annual bonus.
• Opportunities for growth as the company opens new communities and expands existing ones.
• Flexibility and work-life balance to support personal and professional goals.
• Opportunities to learn and grow.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed