Service Desk Analyst

IMB • Monument, CO

3d • Onsite

About The Position

The Service Desk Analyst provides a single point of contact for customers enterprise wide. Works with both the manager and team members to ensure an excellent customer experience by providing personalized support. Location: Richmond, VA Headquarters Rate: Commensurate with experience + great benefits! Thank you for expressing your interest in joining IMB. To keep connected, we invite you to take two simple steps: first, join our Talent Community; and second, create Job Alerts. By uploading your resume and joining our Talent Community, you'll enable our recruiters to identify potential opportunities that align with your skills and interests. Furthermore, by setting up Job Alerts, you'll receive notifications whenever your ideal job becomes available. We appreciate your interest and look forward to a future connection with you! IMB is a non-profit religious organization of the Southern Baptist convention. Our vision is a multitude from every nation, tribe, people, and language knowing and worshipping our Lord Jesus Christ. Our mission is to serve Southern Baptists in carrying out the Great Commission to make disciples of all nations. As we have a primary role in fulfilling the Great Commission globally through the partnership and support of our churches, every employee functions as a minister of the gospel. All employees must commit to living a life of personal holiness in imitation of Jesus Christ and bringing glory to God the Father in carrying out all assigned responsibilities, by the power of the Holy Spirit. IMB participates in the E-Verify program.

Requirements

• Associates degree, preferred
• At least 1-3 years of experience in IT service delivery, preferred
• CompTIA +, HDI Support, or ACSP, preferred
• Good problem solving, analytical and communication skills (written & verbal).
• Ability to support Microsoft and Apple products
• Experience in Microsoft Windows, Mac OS X, iOS.
• Ability to understand basic networking, wireless, cloud based platforms, O365, and ERP systems.

Responsibilities

• Responsible for interacting with customers via inbound channels and providing information, solutions and updates.
• Serves as a customer advocate and explains technical issues to non-technical personnel.
• Uses the Incident Management process to resolve incidents reported by customers or discovered by technical staff.
• Restores normal service or provides a work-around solution for the customer as soon as possible.
• Responds to a variety of requests, including new account creation, user access requests, provisioning of hardware and software, etc.
• Coordinates proactive account management activities.
• Retains ownership and monitors service request from inception to closure.
• Assists in the operation of the enterprise service management toolset and ticketing system.

Benefits

• Medical insurance with choice of 3 plans, dental, vision, HSA and FSA benefit plans (and more!)
• Short- and long-term disability and basic life insurance coverage (employer paid) - with supplemental coverage available
• 403(b) Retirement Plan Savings - with 5% employer contribution plus up to a 4% matching contribution, fully vested after 3 years
• 21 days of paid time off accrued in the first year, plus 11 paid holidays and the week between Christmas and New Years
• Volunteer Mission Trip Benefits so you can experience mission life first hand by working with our teams overseas
• Access to tuition discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees