Service Desk Analyst (On-Site)
About The Position
The Service Desk Analyst acts as the primary point of contact for users seeking technical support, resolving IT-related issues with hardware, software, and network access by troubleshooting problems, providing solutions, and ensuring timely assistance through phone, email, or online ticketing systems, while maintaining accurate records of incidents and service requests to identify trends and improve overall user experience; often requiring strong communication and problem-solving skills. Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United States.
Requirements
- HS Diploma
- 1-2 year customer service experience
- 1-2 years’ experience supporting an IT call center
- Working knowledge of Active Directory
- Working knowledge of TCP/IP protocols
- Excellent interpersonal and customer service skills
- Problem solving and critical thinking skills
- Excellent written and verbal communication skills
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork skills to help other technical support staff
Nice To Haves
- A+ certification is preferred
Responsibilities
- Field Incoming EUC request from end users by either phone, self-service, or other standard communication channels; thoroughly documenting customer needs / issues within the service tracking tool.
- Resolve Incidents and Requests based on known solutions using various support and remote login tools; ability to assimilate problems with solutions and communicate or implement to resolve issues or fulfill requests.
- Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.
- Partner with other IT functions to assist in support of customers; routing incident/request tickets, working directly with other staff to facilitate service and investigate issues.
- Creating, maintaining and retire user access and login accounts and application access.
- Act as a liaison between customers and technical escalation teams
- Act as a mentor to junior members of the team
- Able to act independently as needed
- Perform other duties as assigned
Benefits
- competitive benefits and compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
