Service Desk Analyst II

$65,000 - $70,000/Yr

Quidel Corporation - Memphis, TN

Full-time - Mid Level

Memphis, TN

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

The Service Desk Analyst II at QuidelOrtho is responsible for providing end-user support and customer service for company-supported computer systems, including desktops, laptops, and mobile devices. This role involves troubleshooting IT problems, managing support tickets, and assisting with IT project roll-outs. The position requires a strong focus on customer service and technical support, ensuring that employees have the necessary tools and assistance to perform their jobs effectively.

Responsibilities

• Provide secondary support to Service Desk Level 1 on calls and tickets requiring timely action.
• Support employees via IT ticketing system for requests, incidents, events, and alerts that require action from IT Operations.
• Responsible for supporting, maintaining, and implementing systems and processes that include computers, mobile devices, and telecommunication devices.
• Follow standard operating procedures to adhere to IT Operations controls, including imaging/reimaging computers and resolving software application issues.
• Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal.
• Monitor, update, and maintain tickets in a defined ticketing system.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Support access to corporate network/wireless and applications on the network and over VPN.
• Remain current with emerging industry trends and identify new functionality to meet business needs.
• Provide VIP (Executives) white glove support.
• Create and update/maintain knowledgebase articles.

Requirements

• Minimum of High School Diploma or GED equivalent.
• 2-3 years working in a Service Desk Engineer role; troubleshooting PC, printers, and mobile devices.
• Knowledge of ServiceNow Ticketing system.
• Experience with systems administration, including system maintenance and workstation support.
• Experience with support service ticketing systems & ITIL framework (Remedy, ServiceNow).
• Advanced knowledge of Windows Operating Systems (Windows XP/7/8/10).
• Excellent customer service and interpersonal skills.
• Strong analytical and problem-solving skills.

Nice-to-haves

• A+, Network +, CCNA, MCP, and/or MCSA certifications.
• ITIL Certification.
• Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS, and SMTP.

Benefits

• Employee stock purchase plan
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance