Service Desk Analyst I - DC

About the position

The position involves receiving calls from internal employees to help resolve issues with warehouse computer hardware and software. This includes installing and troubleshooting corporate computer hardware and software systems on-site in a warehouse environment.

Responsibilities

• Answer incoming queries and requests via phone, walk-up or tickets via our ticketing system, including detailed documentation upon opening, updating, and closing the ticketing system ticket.
• Resolve warehouse users' technical issues related to all hardware and software installed on the PC.
• Triage and escalate cases to other departments or groups as appropriate.
• Review, update, and comment on Knowledge Articles, providing updates when needed and periodic instruction of users regarding equipment, software, and manuals.
• Coordinate activities of the Service Desk with those of the Network Services, Telephony, Development, or any other Information Systems group as circumstances dictate.
• Perform duties related to specific projects and additional responsibilities as assigned.

Requirements

• High School Diploma or GED.
• Good understanding of computers.

Nice-to-haves

• 1 year Service Desk Work Experience or Equivalent.
• Bachelor's degree in computer science or information systems.

Benefits

• Medical/dental/vision coverage.
• Life insurance.
• 401(k) plan with matching provision.
• 128 hours of paid time off (PTO) each calendar year (prorated for date of hire).
• 10 paid company holidays.