Service Desk Analyst I

Description

• Develop and maintain a thorough understanding of the customer’s business process.
• Answer calls into the service desk and provide quality customer service to resolve issues.
• Participating in ITS projects
• Participate in special assignments and projects as requested, which may include:
• Recommend creation of knowledge base documents to assist customers and the Service Desk.
• Provide general setup and troubleshooting on computer hardware and software.
• Effectively work and build relationships with those of diverse backgrounds and organizational levels.
• Log all incidents and requests in the ITS incident management system.
• Ensure all communication and escalation processes are followed.
• Validating software setup/configuration instructions

Requirements

• Visa sponsorship is not offered for this position.
• Our postings are typically open a minimum of 5 days and an average of 44 days.
• Thorough knowledge of Office 365, and other office software and equipment
• Strong analytical, problem-solving skills
• Positive attitude and professional customer service skills
• Strong interpersonal and communication skills
• Active listening skills and effective communication including an openness to diverse input and feedback
• Ability to provide a high level of customer service in a dynamic environment
• Ability to provide deskside service across the campus, requiring mobility to move between workstations, with or without reasonable accommodation
• Must be currently legally authorized to work in the U.S. without sponsorship for employment visa status (e.g., H1B status, 0-1, TN, CPT, OPT, etc.). We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Ability to safely lift and move items weighing up to 20 pounds, with or without reasonable accommodation
• Excellent troubleshooting and organization skills
• 1+ year of experience in related field

Benefits

• Employer paid Life, AD&D, and disability insurance
• Tuition reimbursement
• 401k retirement plan with a generous Mortenson match
• Gym Membership Discount Program
• Paid time off, holidays, and other paid leaves
• Security access administration
• Medical and prescription drug plans that includes no additional cost vision coverage
• Dental plan
• Adoption Assistance
• No-Cost mental health tool and concierge with extensive work-life resources

Training + Development

Interview process

Visa Sponsorship

Security clearance