Service Desk Analyst:

Braden Business Systems•Fishers, IN

About The Position

Braden Business Systems, a tech-driven company providing connectivity, cloud, and output solutions to the Indianapolis and Chicago markets, is seeking a highly motivated, self-starter individual to join our growing corporate team. Why Braden Business Systems? At Braden, we are motivated by our vision for success. Our growth-driven team of energetic employees has a desire and determination to succeed. We are committed to training, encouraging, and supporting each other as we work to improve our business and grow as individuals. Our culture is fun, fast-paced, and performance-driven. As a locally owned and operated company heavily invested in our community, we always put our employees and our customers first. Hard-working, entrepreneurial candidates who thrive both individually and as members of a team will fit in at Braden.

Requirements

Troubleshooting skills are required.
Outstanding written and verbal skills.
Able to provide examples of above-average customer service performance.

Nice To Haves

Prefer 1-2 years of help desk technician experience.
Experience in Managed Services industry a plus.
Prefer experience working from ticketing system(s).
Experience with major hardware vendors – Dell, HP, etc.
Updated knowledge of Microsoft Windows operating systems – desktop and server.
Knowledge of Microsoft Applications (Office365, Teams, etc.) is a plus.
Basic networking knowledge (DNS, switches, firewalls, VPN, etc.) is desired.
Meraki, Ubiquiti, Spam Filtering, and/or RMM tools experience is desired.

Responsibilities

First point of support for all users seeking support via telephone/voicemail, email, or in person.
Answers, evaluates, and prioritizes service requests received from users regarding issues related to their computer networks, workstations, laptops, peripherals, or handheld devices.
Troubleshoots hardware and software problems.
Monitors system alerts (notifications) and responds promptly to potential issues or service disruptions.
Track support tickets and complete all system documentation.
Communicate with clients remotely, mainly via phone support.
Capability to resolve assigned service tickets without supervision.
Ability to respond to client issues outside of normal business hours.
Work with the escalations team to ensure timely resolution.
Other duties as assigned.