IT Service Desk Analyst
About The Position
About the Role Bring your curiosity, communication skills, and problem-solving mindset to Baird’s IT Service Desk. As the first point of contact for our associates, you’ll play a critical role in ensuring their technology works seamlessly so they can focus on serving our clients. This role offers hands-on experience with enterprise IT systems, mentorship from experienced teammates, and opportunities to grow your career. You’ll not only troubleshoot and resolve issues but also deliver excellent service that builds trust and strengthens relationships. Baird is a people-first organization that values collaboration, learning, and continuous improvement. When you join our IT Service Desk, you’ll become part of a supportive team that invests in your growth and celebrates your success. If you enjoy helping others, want to deepen your IT expertise, and are looking for a place to grow your career in a collaborative and professional environment, we’d love to hear from you. The Impact You’ll Make: Incident Resolution & Request Fulfillment: Act as the first point of contact to provide first- and second-level IT support to associates and other stakeholders. Support associates primarily through phone, chat, and online tools, taking ownership of issues from initial contact through to resolution. Diagnose and troubleshoot problems, escalating when necessary while maintaining full communication with the client. Analyze ticket history and client context to ensure informed problem-solving. Leverage data and analytic tools to review ticket, machine, and user experience history when troubleshooting. Thoroughly document all actions, current state, and resolution steps during the lifecycle of every request or incident. Contribute to the upkeep and creation of knowledge base articles. Team Collaboration: Identify and communicate opportunities for continuous improvement within the Service Desk. Share knowledge and contribute to the training and onboarding of new teammates. Participate in a 24/7 on-call support rotation. Leverage in-office days to build stronger relationships and collaborate effectively with colleagues. Project Execution: Support technology implementation efforts such as office openings, relocations, and other small project work.
Requirements
- 1-3 years of previous experience providing IT support in a similar role.
- Excellent written and oral communication skills.
- Exemplary customer service skills.
- Works well in a team and independently.
- Ability to learn new concepts quickly.
- Good troubleshooting and problem-solving skills
- Ability to document processes and procedures.
- Good understanding of Microsoft Windows operating systems and, Microsoft Office 365 suite.
- A broad understanding of Active Directory and networking technologies and principles.
- An intellectually curious individual who is organized with a proactive approach to work.
Nice To Haves
- Associate degree preferred
Responsibilities
- Act as the first point of contact to provide first- and second-level IT support to associates and other stakeholders.
- Support associates primarily through phone, chat, and online tools, taking ownership of issues from initial contact through to resolution.
- Diagnose and troubleshoot problems, escalating when necessary while maintaining full communication with the client.
- Analyze ticket history and client context to ensure informed problem-solving.
- Leverage data and analytic tools to review ticket, machine, and user experience history when troubleshooting.
- Thoroughly document all actions, current state, and resolution steps during the lifecycle of every request or incident.
- Contribute to the upkeep and creation of knowledge base articles.
- Identify and communicate opportunities for continuous improvement within the Service Desk.
- Share knowledge and contribute to the training and onboarding of new teammates.
- Participate in a 24/7 on-call support rotation.
- Leverage in-office days to build stronger relationships and collaborate effectively with colleagues.
- Support technology implementation efforts such as office openings, relocations, and other small project work.
Benefits
- You’ll have the opportunity to advance your career while enjoying our comprehensive benefits designed for your life, career and future.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
