Service Desk Analyst

Consumer Direct Care Network • Missoula, MT

1d • Remote

About The Position

A Level I Service Desk Analyst serves as the first point of contact for end-users seeking technical assistance. Provides initial support by troubleshooting basic hardware, software, and network issues following agreed upon timelines. Responsibilities include documenting incidents, maintaining detailed records of support interactions, and escalating unresolved problems to higher-level support teams as needed.

Requirements

• Minimum Diploma or GED
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Basic knowledge of computer hardware, software, and networking concepts.
• Excellent customer service
• Be able to successfully pass a background screening
• Ability to lift and move equipment up to 40 lbs., extended periods of sitting, kneeling/bending, crawling may be required

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or in-person.
• Diagnose and resolve technical issues related to hardware, software, permissions, and network problems.
• Log, classify, and prioritize incoming service requests and incidents to ensure accurate information and quick resolve.
• Adhere to established procedures and SLAs
• Identify and escalate complex or unresolved issues to higher-level support.
• Provide guidance and assistance to users on IT systems and processes.
• Maintain a high level of customer satisfaction by providing efficient and effective support.
• Participate in instructor led and self-paced assigned training.
• Keep up to date on the latest technologies
• Facilitate clear and professional communication with end users to resolve issues, explain processes, and deliver updates
• Comply with applicable legal requirements, standards, policies, and procedures
• Promptly address and resolve incoming incidents and requests within agreed-upon time frames
• Develop and maintain documentation to incorporate proper processes and procedures as standards
• Monitor deliverables and ensure timely completion of projects
• Prioritize and multitask effectively
• Participate in on call rotatios
• Other duties as assigned

Benefits

• Medical, Dental, and Vision Insurance
• Vacation accrued at 3.07 hours per pay period to use when accrued
• Two Paid Floating Holidays
• Nine Paid Federal Holidays
• Paid Safe Sick Time accrued at 1 hour per 30 worked to use when accrued
• Instant Earnings Option
• 401(k) Retirement plan & discretionary company match
• Company-Paid Life Insurance
• Supplemental Life, Accident, Critical Illness, and Hospital benefits
• Short and Long-Term Disability
• Paid Parental Leave
• Flexible Spending Account
• Employee Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED