Service Desk Analyst

Job Title

Provide Level 1 & 2 Service Desk/Desktop Enterprise Support for all client IT technology. Provide schedule flexibility to ensure adequate overall Service Desk Team staffing between 7am and 7pm CT Monday - Friday. Answer inbound phone calls, correctly document the calls in the ticket management system, gather additional information, route calls to other teams when they cannot resolve the issue. Continual monitoring of the Service Desk queues in the ticket management system. Provide local and remote technical support including, but not limited to:

• Password resets and unlock accounts
• Remote user support
• Install, image, build, and configure software & hardware including computers, mobile, & printers
• Computer software application installation and deployment
• Local computer inventory management and secure hardware storage
• Walkup, Onsite, Phone and e-mail technical support
• Diagnose and resolve hardware, mobile device, telecom, systems software, and network problems
• Video Conferencing, WebEx, Wi-Fi and Boardroom VIP onsite meeting technical support
• Printer and Copier support and Vendor escalation
• Security Camera system initial support and Vendor escalation
• Investigate root cause and Problem Resolution as needed
• Incident Management
• Monitoring, tracking, and communications throughout the lifecycle of an incident or service request
• Classification and initial support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Ensure compliance with Incident Management process by reviewing tickets for accuracy and completeness
• Maintain customer-focused interaction via phone, email and "drive bys" with a courteous, time-sensitive and professional manner
• Professional "Welcoming" and Onboarding for company new hires, VIP's and Executives
• Timely and professional support for company VIP's, C-level Executives, and their support staff
• Update and communicate technical service policies, manuals and documentation for products or services supported by the Service Desk as needed
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction
• Acquire and maintain knowledge of current support policies and methods of support delivery in order to provide technically accurate solutions to customers
• Lead and/or participate in IT Projects that enhance the quality and efficiency of Service Delivery across the IT technical teams
• Local Facility support resource as IT coordinator for Moves, Construction, changes to the site(s)
• Local IT Support (LCON) for other CIS teams (Network Operations, System Operations, etc.)
• Travel to local sites for on-site support will be required
• Travel to regional sites for on-site support may be required

Qualifications

Prior experiences with an IT Service Desk or technical call center a plus. Enjoys and works well in a team environment and likes helping people. Prior experience with VIP and C-level Executives and their support staff a plus. Prior experience with Boardroom systems, Wi-Fi, Video & WebEx Conferencing a plus. Excellent customer and technical support skills and analytical and problem-solving skills. Must be able to communicate technical issues to both technical and non-technical end users. ITIL v3 Foundation Certification (Service Desk, Problem, Incident Manager Practitioner level) preferred. MCSE or other certifications are desired but not required. Experience with WIN P C, MAC, iPhone, iPad, Android, VPN, MFA, Outlook, WebEx, and MS Office desired. Understanding of LAN, WAN, RFID and wireless networking technologies is a plus. Other desired skills include Windows and Mac troubleshooting skills/experience preferred. Must be able to troubleshoot and resolve hardware / peripheral / software problems, client-side MS Exchange problems, and network port / wireless connectivity issues. Reliable means of transportation to enable travel to local site to provide support.

Minimum Experience & Education

Bachelor's Degree preferred. CompTIA A+ certification preferred. Minimum 2 years work experience in a customer service or technical support environment.

Working Conditions

Ability to lift/move computers, peripheral equipment and supplies (=50Lbs) Domestic travel required (=10%)

Benefits Package & Employee Programs

Comprehensive Medical, Dental, and Vision Insurance Free Life and Disability Insurance Health and Dependent Care Flexible Spending Accounts 401k with 3% company match and annual employer discretionary contribution Paid vacation, holidays and sick time Employee Assistance Program Access to thousands of free online courses Discounts on cell phones, movie tickets, gym memberships, and more! Education Assistance (both college degrees and professional certifications) Referral Program with cash bonus Access to on-demand pay Paid parental leave A more complete list of benefits can be found here www.CentralBenefits.org

Central Garden & Pet Company understands that home is central to life and has proudly nurtured happy and healthy homes for over 40 years. With fiscal 2024 net sales of $3.2 billion, Central is on a mission to lead the future of the pet and garden industries. The Company's innovative and trusted products are dedicated to helping lawns grow greener, gardens bloom bigger, pets live healthier, and communities grow stronger. Central is home to a leading portfolio of more than 65 high-quality brands including Amdro^®^, Aqueon^®^, Cadet^®^, C&S^®^, Farnam^®^, Ferry-Morse^®^, Four Paws^®^, Kaytee^®^, Nylabone^®^ and Pennington^®^, strong manufacturing and distribution capabilities, and a passionate, entrepreneurial growth culture. Central is based in Walnut Creek, California, with 6,450 employees primarily across North America. Visit www.central.com to learn more.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.