IT Service Desk Analyst (52134)

CHILDRENS HOME SOCIETY OF NORTH CAROLINA INC•Greensboro, NC

21h•Onsite

About The Position

The IT Service Desk Analyst will serve as a point of contact for technical incidents, problems, and service requests. They will also provide technical support to end users within the organization, including deployments, installations, maintenance, troubleshooting, and hardware and software repairs. This is a full-time, on-premises IT role.

Requirements

Associate or bachelor’s degree in information systems or equivalent experience
Minimum of 1 year of experience in an IT helpdesk or support role
Working knowledge of Windows, Microsoft O365, Azure, Active Directory (AD), Android OS, networks, iOS and desktop printers.
Ability to: Complete work assignments in a timely manner with a focused attention to detail and quality delivery.
Collaborate and work effectively with other IT team members.
Communicate effectively with end users and express empathy and patience when they are having difficulties with technology.
Occasionally lift/carry up to 25lbs (computer equipment delivery boxes).
Valid driver’s license and access to a vehicle for occasional travel.

Responsibilities

Provide end-user support for service requests and technical incidents and troubleshoot issues with laptops, PCs, cellphones, and desktop printers.
Provision (image and set up for use) Windows 10 laptops and PCs.
Provision of Android cellphones and tablets.
Perform basic end-user training during employee orientation sessions.
Deliver excellent and user-friendly customer service to end-users, including explaining technical issues and resolutions in non-technical, digestible terms.
Install and upgrade software and hardware, test updates, and perform preventative maintenance tasks, as needed.
Direct unresolved end-user queries to an appropriate team member through escalation.
Record technical issues and solutions in the appropriate systems and documentation.
Maintain strict confidentiality regarding all access to individual, and organization information, and intellectual property.
Collaborate with the IT team to complete projects and other job-related functions.
Occasional travel to other CHS offices in NC (Asheville, Morganton, Charlotte, Winston Salem, Raleigh, Greenville, Wilmington).
Contribute to a positive, engaging work environment.
Display sensitivity to the service population’s cultural and socioeconomic characteristics
Demonstrate the CHS Mission, Vision, and Values in the performance of all job duties.
Develop a strong knowledge base and stay current on job-related issues and trends.
Participate actively in departmental meetings, training, and education, as well as the quality process.
Comply with CHS’s code of conduct, policies, procedures, and other obligations.
Perform other duties related to team goals and projects as needed.