Service Desk Analyst
About The Position
The Service Desk Analyst supports Blitt & Gaines employees with their IT needs and provides responsive, customer-focused technical support so employees can effectively use the organization’s technology systems and services. The role serves as a primary point of contact for IT support and diagnoses and resolves hardware, software, identity and access, and application issues. It also requires accurate documentation, effective management of service requests and incidents through completion, clear communication with technical and non-technical customers, and prioritization based on severity and business impact. The position supports a debt collection law firm with nine offices across Arizona, Arkansas, Illinois, Indiana, Iowa, Kansas, Missouri, Tennessee, and Wisconsin. The firm describes its approach as collecting compliantly, litigating ethically, leading effectively, exceeding expectations, and expecting excellence.
Requirements
- Associate or bachelor’s degree in a related field, or at least 2 years of relevant job experience in lieu of a degree.
- Extensive experience with Microsoft products, including Windows 11, Windows Server, Microsoft 365, and Microsoft Teams.
- Advanced understanding of the PC and laptop ecosystem, including operating system installation, application installation, and hardware configuration.
- Demonstrated problem-solving ability to triage technical issues quickly and effectively and drive them toward resolution.
- Ability to respond to service desk requests after hours as needed.
- Strong oral and written communication skills for communicating with people across a range of technical aptitude.
- Detail-oriented and self-motivated, with the ability to adjust priorities quickly and handle multiple projects.
- Previous experience in a service desk or other technical customer support role.
- Broad knowledge of common software, including productivity applications such as Microsoft 365, communication platforms such as Teams and Zoom, and Chromium browsers such as Microsoft Edge, Google Chrome, and Firefox; ability to learn new products as needed.
- Working understanding of common cybersecurity controls.
- Familiarity with Android and iOS mobile device platforms and mobile device management (MDM) solutions.
Nice To Haves
- Experience with Microsoft Azure/Entra ID for identity management.
- Experience with Azure monitoring, backup, disaster recovery, and security technologies.
- Experience with Mimecast, MaaS360, or Carbon Black.
- Microsoft or CompTIA certifications.
- Experience with VMware, thin clients, Igel OS, or phone systems.
- Understanding of common project management methodologies.
Responsibilities
- Serve as the primary point of contact for end users seeking technical assistance by phone and email.
- Manage service desk tickets from intake and prioritization through resolution and closure, coordinating with IT staff and customers to support timely follow-up.
- Troubleshoot customer issues and provide clear problem-solving steps appropriate to different technical skill levels, using remote desktop control when necessary.
- Triage complex technical issues and escalate them to Tier 2 or Tier 3 support when appropriate.
- Provide accurate information about IT products and services.
- Document troubleshooting steps and resolutions for use by other Service Desk Analysts.
- Identify service desk trends and recurring issues, and look for opportunities to streamline and improve processes.
- Maintain and update the Asset Inventory database to ensure accurate accountability for company property.
- Assist in developing and maintaining the standard Windows workstation configuration.
- Configure workstations, docks, mobile phones, and other devices for new hires and end-of-life replacements when needed.
Benefits
- PTO
- Paid holidays
- Medical benefits, including medical, dental, vision, life insurance, and short-term disability
- Competitive salary
- 401(k)
- Profit-sharing plans
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
