Service Desk Analyst

Description

The Service Desk Analyst is responsible for providing on-site and remote technical support to keep our customers productive and information secure at all times. In addition, this position owns responsibility for identifying root cause and resolving issues using best practice technical methodologies to drive a positive trend in our service levels, while simultaneously assisting users in solving their day-to-day desktop support issues. Will provide technical hardware and software support, upgrades, patches, and maintain records of software licensing and technical hardware assets as required for efficient operations and compliance to copyright or other related laws.

• Will be the first point of contact, monitoring and answer helpdesk phone/tickets during business hours and respond accordingly. Will work within a technical services team.
• Provide positive and friendly customer service.
• Collaborate and escalate operational issues to supervisor to maintain and improve system performance.
• Install software to initialize PCs, upgrades, patches, and revisions. Regularly checks across end-point management systems - virus updates and software distribution to servers and workstations. Provide a variety of hardware repair functions and liaison with suppliers. Diagnose repair and/or replace memory, hard drives, etc. Pull cable, locate and relocate PCs, printers and other hardware – at times coordinating such work with subscribed service providers and vendors
• Provide onsite and remote device support for all headquarter and branch customers in multiple work settings and environments. With focus on, but not limited too – Windows OS, Dell/HP desktops & Laptops, tablets, scanners, HP/Dell/Xerox/Canon multi-function printers, wireless connectivity, hosted VoIP (Mitel, Polycom, Cisco), Office software, and business applications.

Requirements

• One or more technical certifications preferred: ITIL, A+, CCNA, MCSE, Azure or AWS
• Problem solving and critical thinking to improve systems and company performance.
• 8 AM to 5 PM Mountain time
• Regular in-person attendance is required Monday through Thursday
• Ability to work in a fast-paced and energetic environment and exhibit appropriate levels of urgency.
• 9 AM to 6 PM Mountain time
• 3 or more years related experience in technical support, some networking/telecom, systems administration, and cloud service administration preferred
• 7 AM to 4 PM Mountain time
• Travel requirements: Travel 10% of time to operating companies by car and/or plane, as necessary
• Moderate bending, stooping, walking, standing, kneeling, squatting, and reaching.
• Bachelor's degree in Computer Science, Information Technology, preferred.
• Must be able to move between departments within the company facility
• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift up to 40 pounds occasionally
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols
• Customer service focused technical professional proficient in Microsoft operating systems and associated administration), peripheral hardware support, support cloud and hosted services Office365, OneDrive, SharePoint, and Dropbox.
• Ability to develop productive working relationships with resources and dependent teams at all levels of the company

Benefits

• Friday is an optional remote workday

Training + Development

Interview process

Visa Sponsorship

Security clearance