Service Desk Analyst

International Mission Board • Richmond, VA

11d • 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!

Requirements

• Associates degree, preferred
• At least 1-3 years of experience in IT service delivery, 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.

Nice To Haves

• CompTIA +, HDI Support, or ACSP, preferred

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
• See a summary of our comprehensive benefits package for full time regular and contract employees here

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees