Service Desk Analyst 1

Merchants Distributors • Hickory, NC

109d

About The Position

The IT Service Desk Analyst provides 24x7 network, hardware, and software support for various user communities which include: retail stores both owned and independent customer of MDI services, multiple warehouses and corporate office environments. Analyst will perform basic troubleshooting and resolution or escalations of issues regarding retail point of sale, retail wireless devices, corporate and retail application issues, voice and data networking, mainframe issues, proprietary applications, mobile devices, desktop devices and peripheral and Microsoft Office 365 applications and active directory. This is an in-office role located in Hickory, NC, with a schedule of 3 12-hour shifts and 1 6-hour shift from Wednesday to Saturday.

Requirements

• Associate degree in Computer Science or equivalent work experience.
• 1-2 years of preferred experience in IT support.
• Basic technical and computer skills with a capacity to learn new technology.
• Demonstrated problem-solving, conflict management, time management, and communication skills (both written and verbal).
• Ability to work effectively with all levels of internal users and external customers in a patient, friendly, and professional manner.

Responsibilities

• Field Incoming Help and Service Requests: Handle incoming queries and help requests from end users, over the phone, via email, chat or web portal in a fast and friendly manner.
• Resolve IT Support Requests: Resolve user's basic technical issues as they arrive, which may involve remote management of devices, guiding users through troubleshooting steps, recommending documented resolutions, or determining an escalation path.
• Follow Up with Customers: Responsible for following up with customers to provide status for ongoing issues and after resolution to ensure satisfaction.
• Maintain Service Records: Maintain accurate detailed records of all user interactions and troubleshooting steps via the ITSM platform.
• Monitor System Processes: Monitor and maintain operation of business processes, ensuring accurate work records and following prescribed protocols.
• Work in a fast-paced environment: Adapt and grow with new responsibilities and technology as required to meet business needs, including participation in afterhours on-call rotation and flexible scheduling.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Associate degree