Service Desk Analyst

Service Desk Analyst

We are a family-owned company that has been in business for over 78 years! Come and work for a company where culture and people matter. We offer great wages and benefits. As an IT Service Desk Analyst, you will play a vital role in providing exceptional technical support and assistance to our organization's employees and customers. You will be responsible for promptly resolving IT-related issues, answering inquiries, and delivering a high level of customer service. This position requires strong technical knowledge, excellent communication skills, and the ability to work efficiently in a dynamic and fast-paced environment.

We offer a great benefit package:

• Health, Life, Dental and Vision Insurance
• 401k with company match
• PTO after 30 days and 9 paid holidays
• Profit sharing

Essential Functions:

1. Helpdesk Support: Respond to IT service requests and incidents via various channels (phone, email, ticketing system, or in-person) and provide timely resolutions to technical problems while maintaining excellent customer service.
2. Troubleshooting: Identify and diagnose hardware, software, and network-related issues reported by end-users. Analyze problems thoroughly and follow established procedures to resolve them promptly.
3. Incident Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation of the troubleshooting process and the solution provided.
4. Escalation Management: Escalate unresolved issues to the appropriate IT support teams or higher-level analysts while ensuring that the end-users are kept informed about the status and progress of their requests.
5. User Account Management: Assist with user account setup, password resets, access permissions, and other account-related tasks, adhering to security policies and protocols.
6. Software/Hardware Deployment: Install, configure, and troubleshoot software applications and hardware devices for end-users. This includes PCs, laptops, printers, mobile devices, and other peripherals.
7. IT Knowledge Base: Contribute to the maintenance of the IT knowledge base by documenting known issues and solutions for quick reference and self-service by end-users.
8. User Training: Provide basic training and guidance to end-users on how to use standard software and IT systems effectively.
9. Technical Documentation: Create and update technical documentation, including manuals, guides, and FAQs, to facilitate efficient issue resolution and knowledge sharing.
10. Proactive Monitoring: Monitor IT systems and networks for potential issues and initiate appropriate actions to prevent or mitigate problems before they escalate.
11. Continuous Improvement: Suggest improvements to IT service desk processes, tools, and procedures to enhance service delivery and customer satisfaction.
12. Adherence to IT Policies: Ensure compliance with IT policies, security guidelines, and data protection regulations during all support activities.

Required Skills/Abilities:

• Proven experience in a customer-facing technical support role, preferably in a helpdesk or service desk environment.
• Strong knowledge of operating systems (e.g., Windows, macOS) and common software applications.
• Familiarity with basic networking concepts, troubleshooting, and protocols (TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve hardware and software issues with PCs, laptops, and mobile devices.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Customer-oriented approach with a focus on delivering high-quality service.
• Ability to work under pressure and prioritize tasks in a time-sensitive environment.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus but not mandatory.

Qualifications, Education and Experience/Training:

• One to two years of related experience. Required
• High school diploma or equivalent. Required
• Associate's degree or vocational training in Information Technology, or related field. Preferred
• Valid state motor vehicle operator's license.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to regularly travel.
• Ability to maintain single task focus and situational awareness.