Service Desk Analyst II

Job Description

Job Description

Description:

Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.

  Job Summary

The IT Service Desk Analyst II role provides efficient technical assistance and support to end-users within the organization. This role provides timely support, troubleshooting issues, and offering solutions to internal staff experiencing technical problems related to hardware, software, network, and other IT-related concerns. The role demands excellent communication skills, technical proficiency, and a customer-focused approach to problem-solving. This position reports to the Director of IT Infrastructure and does not have direct reports.

Key Job Responsibilities

• Reliable attendance and punctuality.
• Comply with all company safety requirements and complete mandatory training. 
• Provide first and second-level support to end-user issues via phone, email, or in person.
• Respond promptly to IT support requests and efficiently resolve technical problems with a focus on minimizing downtime.
• Diagnose and troubleshoot technical issues, including hardware and software problems, and escalate unresolved issues to the appropriate IT teams.
• Ability to walk users through step-by-step solutions, helping them remotely or on-site when necessary.
• Install, configure, and maintain hardware and software components according to company policies.
• Perform system upgrades, backups, and patch management as directed.
• Maintain accurate records of IT support requests and resolutions using help desk tracking software.
• Create user accounts, reset passwords, and manage access permissions.
• Provide technical guidance and assistance to users on IT-related matters.
• Contribute to IT documentation, knowledge base articles, and user guides to facilitate self-help solutions.
• Serves as a liaison between the end users and engineering staff to escalate and report information during critical events and/or outages.
• Will participate in basic project activities, supporting the planning, coordination, and execution of small-scale projects within the company. 
• Other duties as assigned by supervisor.

Key Performance Measurements

• A scorecard that reflects performance against established IT support SLAs, first contact resolution, ticket closure, customer satisfaction scores, and knowledge base utilization.
• Other key performance indicators as assigned

Requirements:

• High school diploma or GED, required.
• Associate degree in information technology, Computer Science, or related field is preferred. (Relevant work experience may substitute for formal education.)
• 3+ years of experience in a technical support or IT-related position is desired.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) a plus.
• Certification in ITIL or relevant Project Management certification a plus.
• Proven experience as an IT Help Desk Support or similar role.
• Proficiency in diagnosing and troubleshooting software and hardware issues.
• Strong knowledge of Microsoft operating systems and Office suite.
• Familiarity with help desk software (e.g., Ivanti, ServiceNow) and remote desktop tools.
• Excellent communication skills with the ability to explain technical concepts in user-friendly language.
• Customer-oriented attitude with a focus on delivering high-quality support services.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Intermediate knowledge of network protocols and configurations.
• Strong customer service skills focusing on delivering quality support and positive user experience.
• Flexibility to adapt to changing technologies and willingness to upgrade skills continuously.
• Results-driven professional with strong project and time management skills, proven ability to drive successful delivery, mitigate risks, and resolve complex issues.
• Strong communication, problem-solving, and analytical skills.
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to develop and maintain strong workplace relationships. 
• Requires travel up to 25%, some overnight travel may be required. 

*This job description is subject to change at any time.

 

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading benefits:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution that start on day one.
• Employee paid dental and vision insurance that starts on day one.
• Health Savings Account (HSA) with company contribution on eligible High-Deductible Health Plans (HDHP).
• Medical and dependent care Flexible Spending Accounts (FSA) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage that start on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee paid accident, critical illness, and hospital indemnity insurance.
• We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee occasionally enter an amount of time required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. This position requires the ability to stare at a computer screen for up to 8 hours a day.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate. 

The Concentric Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), gender identity or expression, parental status, national origin, age, disability, genetic information (including family medical history), veteran or military service, or any other legally protected status.