Service Desk Analyst I - Support

Wright Service Corp.•West Des Moines, IA

6d•Onsite

About The Position

The Service Desk Analyst I - Support role provides front-line technical support to employees, delivering excellent customer service while troubleshooting hardware, software, and access issues. This position manages and prioritizes tickets, supports a variety of devices and systems, and ensures timely resolution and clear communication. The role requires strong problem-solving skills, attention to detail, and the ability to work independently in a fast-paced environment while contributing to team and business needs.

Requirements

High school diploma or equivalent.
1+ years of working experience in a Service Desk environment.
1+ years of working experience with Microsoft products, including Windows 10 and Microsoft Office.
Working knowledge of Microsoft/Apple based products.
Strong customer service, troubleshooting, and problem solving skills.
Ability to lift and to push/pull boxes or equipment weighing up to 50 pounds.
Ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately
Must be able to communicate with employees, both technical and non-technical, in a clear and precise manner.
Must possess strong organizational skills, be detail oriented, and be able to multitask effectively.
Must be self-motivated, able to work independently, and be able to manage time effectively while assuring attention to details.
Must be able to maintain relationships, interact professionally, demonstrate patience and control when dealing with difficult situations, and be able to adapt to multiple demands and rapidly changing priorities.
Possess the ability and willingness to learn new tasks and tools quickly in a fast-paced learning environment
Possess the ability to search for and identify solutions to problems.

Nice To Haves

Undergraduate degree in MIS, Computer Science or equivalent is highly desired.
CompTIA A+ and Network+ certification is preferred.

Responsibilities

Deliver quality customer service in all interactions.
Identifies, researches and resolves technical problems.
Document, track, and monitor issues to ensure timely resolution.
Provides hardware support for computers and/or mobile devices.
Complete assigned tickets and tasks within our corporate ticketing system.
Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT related items.
Supports software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
Provides support for Windows/Mac/iOS devices including troubleshooting and in-depth diagnostics.
Reset passwords and/or multi-factor authentication and troubleshoot access management issues.
Prioritize tickets based on department guidelines of incidents first, service requests second and projects third and considers impact and urgency when determining priority within each category.
Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries.
Provide updates to users via voicemail, e-mail, text/chat, or in-person communication.
Verify that a technical document exists for all installations, problems, and issues and creates documentation in stances where no documentation exists.
Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies.
Provide daily technical and operational assistance with good judgement, attention to detail, persistence and timeliness.
Maintain subject matter expertise utilizing on the job training, continuing education, workshops, or vendor conferences.
Stay on top of current news and system information such as operating systems, problems, changes in the industry, and then formally sharing what has been learned.
Send emails, text messages, or other communications to update appropriate areas during service interruptions and monitor high priority after-hours tickets and follow-up, as required.
All other reasonable duties, as assigned.
Must be able to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards.
Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work.
Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates.