Service Desk Analyst II, Brewery

Boston Beer Company•Breinigsville, PA

2d•$65,000 - $120,000•Onsite

About The Position

The Service Desk Analyst II leads daily operations of the service desk, providing expert guidance and support to other analysts, and managing major service incidents. Additionally, the analyst will collaborate with IT teams, monitor performance metrics, and lead continuous improvement activities. They will use a combination of technical support, project management, and customer service skills to deliver high-quality support and purpose-fit technologies with consumer-inspired experiences.

Requirements

4+ years of helpdesk or service desk experience, preferably in a lead role
Experience managing client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
Experience with automation and scripting such as Power Automate, PowerShell, Python, etc.
Knowledge of industry standards such as ITIL
Experience working in corporate and/or manufacturing environment
Advanced trouble shooting of technologies including wired and wireless network connectivity, client operating systems, telephony and conference rooms, handheld scanners, printers, productivity applications (such as Microsoft 365), business applications (such as SAP), etc.
Advanced knowledge of Microsoft and Apple client operating systems
Strong phone and personal communication skills
Ability to effectively prioritize and execute tasks in a fast pace and ever-changing environment.
Ability to diagnose and resolve technical issues remotely and on-premises.

Nice To Haves

Bachelors Degree or equivalent industry experience with a focus on customer service, computer science and/or Information Technology related disciplines
ITIL/ITSM coursework and/or certifications

Responsibilities

Act as a Service Desk workstream lead, overseeing daily operations, and ensuring processes and procedures are being followed.
Provide expert guidance and support to other service desk analysts, assisting with complex issues and escalations.
Act as incident/problem management lead for major service incidents including coordinating resources, managing communications, conducting after-action report (AAR) processes, etc.
Collaborate with other IT teams to ensure seamless service transition and support for IT services.
Monitor and analyze service desk performance metrics, KPIs, identifying opportunities, and leading continuous improvement activities.
Conduct regular training sessions and provide on-the-job coaching for other service desk staff to enhance their skills and knowledge.
Independently lead small to mid-size projects aimed at delivering new or enhancing existing end-user computing services, mobile device management, supply chain technology integrations, service desk processes, etc.
Deploy self-service capabilities and workflow automations to improve coworker productivity and experience.
Respond to and resolve IT service requests and incidents in a timely manner, ensuring minimal disruption to business operations.
Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues.
Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions for future reference.
Participate in after-hours on-call queue to address urgent issues as they arise.
Maintain asset inventory process by assigning, upgrading, and maintaining hardware inventory; laptops, tablets, printers, and peripherals (including handheld scanners).
Deliver excellent customer service, maintaining a professional, and helpful demeanor always.
Maintain IT Knowledgebase and contribute new articles to facilitate support.
Maintaining asset management processes for hardware and software.
Ensure compliance with company policies, procedures, and IT security standards.
Other duties as assigned.