Service Desk Analyst

Ultradent Products • Salt Lake, UT

2d • Onsite

About The Position

Ultradent Products Inc., an Oral Health Care Global leader, is searching for a Service Desk Technician to work in our Information Technology Department. This is an on-site, day shift position with a 9/80 schedule (meaning 80 hours over 9 days, with every other Friday off). The role also includes 24/7 on-call responsibilities on a rotation basis. The Service Desk Technician will provide IT technical support for desktops, laptops, mobile devices, networks, printers, and various corporate and facility applications. Responsibilities include providing usage support for software packages like Microsoft Word, Outlook, Excel, and PowerPoint, tracking support requests via calls, emails, and walk-ins, building and deploying workstations, and completing desktop application installations. The role involves troubleshooting and resolving incidents and requests, and identifying recurring incidents to the Service Desk Manager to spot trends and potential problem sources. This is a key role in ensuring excellent service to internal users at all levels of the organization.

Requirements

• Customer service focused, likes to help people.
• Exceptional troubleshooting skills.
• Has the desire and ability to quickly learn and understand new technologies and applications.
• Basic working knowledge of networking concepts: DNS, DHCP, VLans, NTP, TCP/IP, FTP, Firewalls.
• Knowledge of Windows and major desktop applications: Office Suites, Adobe products, etc.
• Ability to work independently.
• Excellent verbal and written communications skills.
• Ability to follow process and procedure.

Nice To Haves

• Bachelor's degree in computer science, information systems, or another related field preferred
• 3-5 years of experience supporting Microsoft technologies is ideal
• IT Training and Certifications is a plus

Responsibilities

• Provide IT technical support covering desktops, laptops, mobile devices, network, printers, and a variety of Corporate and facility applications.
• Provide usage support to software packages including but not limited to Microsoft Word, Outlook, Excel, PowerPoint, etc.
• Track calls, emails, and walk-in support requests.
• Build and deploy workstations and complete desktop application installations.
• Troubleshoot and resolve incidents and requests for support.
• Identify and report to Service Desk Manager recurring incidents to spot trends and potential problem sources.
• Ensure excellence of service to internal users at all levels of the organization.

Benefits

• Ultradent is an Equal Opportunity Employer.
• We are a global culture where differences and perspectives are sought after, welcomed, and embraced.
• We consider all qualified applicants fairly, based on their experience, skills, and potential to contribute to our team.
• Our core values – Integrity, care, quality, innovation, and hard work- guide us daily.
• These values, when balanced, shape our workplace culture and ensure that we remain focused on our vision while maintaining a professional and inclusive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level