Service Desk Analyst II
About The Position
The Service Desk Analyst II provides front-line technical support by responding to incidents and requests reported by users. Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice ITSM; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative and delivering the highest level of customer service at all times with all users. The ideal candidate is a curious problem solver, with strong people skills, and a focus on teamwork.
Requirements
- Bachelor’s degree in technology or equivalent work experience
- 2+ years of progressive Information Technology experience required
- Strong communication skills, both written, and verbal
- Strong attention to detail in high-pressure situations
- Knowledge of popular SaaS applications preferred
- Ability to meet deadlines and adjust to changing priorities
- Willingness to work in a fast paced and hands-on environment
- Experience with Office 365 Suite and Box preferred
- Experience with Windows-based computer systems required
- Ability to troubleshoot common hardware/software issues
Responsibilities
- Analyzing and troubleshooting software, hardware and connectivity issues and recommending and implementing corrective solutions
- Escalating tickets to proper support teams as required
- Onboarding new hires including training and setup of computers & monitors
- Assisting with administration and enforcement of security policies
- Assisting with basic infrastructure maintenance
- Maintaining and managing internal inventory and assets
- Keeping Knowledge Base and process documentation up to date
- Available during non-business hours, as needed
- Other duties as assigned
Benefits
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
- Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
- Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
- Two comprehensive Dental Plans
- Vision Insurance Plan
- Dependent Care Savings Account for child and dependent care.
- 14 Company Paid Holidays with a full week off at Thanksgiving.
- Generous paid time off program for vacation and sick days
- Employee Assistance Plan
- Family Medical Leave
- Paid Parental Leave (6 weeks)
- Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Adoption Assistance Reimbursement Program
- Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
- 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
- Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
