Service Desk Analyst 1

Alex Lee • Hickory, NC

103d

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.
• Capacity to learn new technology.
• Demonstrated basic level of problem-solving, conflict management, time management, and communication skills both written and verbal.
• Effective in working with all levels of both 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 can involve remote management of devices, walking a user through steps to resolve their issue, recommending documented resolution or determining an escalation path with assistance from peers.
• Follow Up with Customers: Responsible for following up with customers to provide status for ongoing issues and after resolution to ensure the issue was resolved to the customer's satisfaction.
• Maintain Service Records: Maintain accurate detailed records of all user interaction and troubleshooting steps via the ITSM platform.
• Monitor System Processes: Monitor and maintain operation of business processes, maintaining accurate work records and event logs.
• Work in a fast-paced environment: Adapt and grow with new responsibilities and technology as required to meet the business needs. Participate in afterhours on-call rotation and may be required to work a flexible schedule which may include 3rd shift, holidays and weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: Associate degree