IT Support Analyst

Title: Service Desk Analyst II

OBJECTIVE: This position will be responsible for interacting with end users to setup, troubleshoot, and maintain the company's desktop and mobile computing environment.

KEY DUTIES AND RESPONSIBILITIES:

• Answer and respond to calls, emails and in-person requests for technical assistance,
• inquiries, and other services
• Communicate and resolve issues in a professional and timely manner.
• Adhere to established SLAs for calls and tickets
• Configure, deploy, and support various computer, networking, phones, mobile devices,
• audio-video, and other equipment and software related to the end-user computing
• environment.
• Perform software installation and troubleshooting.
• Assist with various projects as needed.
• Other duties as assigned.

SDA II Additional Responsibilities:

• Travel to remote sites to troubleshoot and setup computers, printers, networking gear, and
• other computer-related equipment.
• Serve as initial escalation point for technical questions
• Act as technical liaison between third party vendors and end users
• Perform regional inventory management
• Provide overflow support for inbound calls as needed
• Develop and maintain support-related documentation
• Other duties as assigned.

RESULTS EXPECTED:

• Provide prompt, thorough, and accurate issue resolution.
• Deliver the highest level of professionalism, compassion, and "above and beyond" customer
• service, resulting in rapport and confidence with end users.
• Exhibit Servant Leader traits (appreciation, recognition, encouragement, etc.), which results
• in positive working relationships with internal and external customers.
• Provide quality work according to Company Core Values & Guiding Principles.

DIMENSIONS REQUIRED:

• Communication
• Planning and organization
• Attention to detail
• Good Judgment and Problem Analysis
• Adaptability and flexibility
• High Degree of Professionalism
• Time Management
• Self-motivator and team player

REQUIRED MINIMUM QUALIFICATIONS:

• High School diploma
• Prior service desk experience:
  • SDA I - Minimum of 2 years experience
  • SDA II - Minimum of 5 years experience
• Bachelor's degree in relevant technical field preferred.
• MCSE, MCSA, MCITP, or other equivalent desktop certifications preferred.
• Reliable home internet and cell service required.
• High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.
• Entry-level understanding of networking principles.
• Strong troubleshooting/problem solving skills.
• Professional communication and customer service skills both written and oral.
• Strong organizational skills with a keen ability to prioritize and multi-task.
• SDA II should be able to work with minimal supervision.
• Ability to focus on short-term and long-term goals simultaneously.
• Ability to raise issues proactively and in a timely manner.
• Ability to work well with others in a team-oriented environment.
• Ability to learn quickly and adapt to new business software and system environments.
• Must be able to lift end user equipment (up to 25 lbs.).