Service Desk Analyst

Service Desk Analyst

The Service Desk Analyst at the company plays a crucial role in delivering exemplary customer service and technical support to our Corporate and Branch locations, acting as the primary point of contact for all technical issues. Responsible for providing Tier 1-2 support, this position demands prompt response to service requests across various communication channels, diligent documentation, and adherence to service level agreements, while also executing user maintenance and troubleshooting in accordance with established protocols. The ideal candidate is required to possess a high-school diploma or GED with relevant desktop administration experience, strong communication skills, a valid driver's license, and the capacity to work in diverse environments, demonstrating an ability to maintain punctuality and collaborate effectively on team projects and after-hours support rotations.

Key Responsibilities:

• Deliver exceptional first-tier and second-tier technical support to all users across Corporate and Branch locations, ensuring seamless resolution of technical issues and maintaining operational continuity.
• Respond efficiently and within Service Level Agreements (SLAs) to all service requests received through diverse communication channels, such as ITSM work orders, email, chat, text, phone, and voicemail.
• Accurately document and track all service requests following established protocols to ensure accountability and facilitate effective resolution tracking.
• Resolve assigned work orders punctually, consistently meeting or surpassing customer expectations, and adhering to established service timelines.
• Perform vital Active Directory maintenance tasks, including account unlocking and password resets, to ensure user accessibility and security.
• Proactively troubleshoot and prioritize the resolution of hardware and software issues, escalating complex problems in accordance with standardized processes.
• Collaborate on team projects and provide support for hardware and software deployment aligned with company standards.
• Contribute to a dynamic team environment by participating in the after-hours on-call rotation and sharing expertise to enhance team knowledge and capabilities.

Direct Manager Direct Reports:

• Direct Manager: The Service Desk Analyst reports directly to the Service Desk Manager within the Information Services Team.
• Direct Reports: This position does not include any direct reports. The Service Desk Analyst is expected to support and collaborate with team members and other departments to ensure the provision of superior technical assistance and customer service.

Travel Requirements:

Travel is required up to 25% of the time, primarily to support users and projects across Corporate and Branch locations.

Physical Requirements:

The Service Desk Analyst position primarily operates in a standard office environment, characterized by occasional long periods of sitting and standing, as well as extended use of computer and telecommunications equipment. The role may involve lifting, carrying, pushing, or pulling objects up to 25 lbs. and requires regular interaction with employees across all levels of the company. The work environment may also include exposure to indoor and outdoor warehouse settings. This position supports up to 25% travel, necessitating mobility across various locations. Reasonable accommodations will be considered to enable individuals with disabilities to perform these essential functions effectively. Qualified candidates are encouraged to discuss any necessary accommodations during the hiring process, ensuring complete accessibility and inclusion within our workplace.

Working Conditions:

The position of Service Desk Analyst offers a dynamic and hybrid working environment that seamlessly integrates both office-based and remote work settings. This role requires adaptability to a fast-paced, deadline-driven environment where effective time management is essential. As the first line of support for technical issues, the Service Desk Analyst operates primarily out of our Corporate office, with duties extending to our Branch locations across various divisions. The role demands a high degree of interaction with employees at all organizational levels, necessitating a professional demeanor and excellent communication skills. While the primary location is indoors, the Service Desk Analyst may occasionally be required to work in Indoor Warehouse or Outdoor Warehouse (yard) settings and must be comfortable with the associated physical demands, such as lifting up to 25 lbs. Additionally, the position includes participation in a balanced after-hours on-call rotation and requires travel up to 25% of the time, emphasizing the need for flexibility and commitment to outstanding customer service.

Minimum Qualifications:

• High-school diploma or general equivalency diploma (GED).
• Minimum of three years of related desktop administration experience.
• Proven experience with remote office/user support is advantageous.
• Intermediate expertise in Microsoft Windows and Microsoft Office suites.
• Proficient in troubleshooting computer hardware and software issues.
• Familiarity with mobile software, including iOS and AndroidOS.
• Strong ability to leverage browser search engines, systems administration tools, and scripting and automation tools for troubleshooting.
• Demonstrated excellent written and verbal communication skills.
• Possession of a valid driver's license.
• Ability to work in varied environments including indoor offices, indoor warehouses, and outdoor warehouse yards.
• Capacity for occasional long periods of sitting and standing.
• Ability to engage in extensive use of computers, phones, and other technologies.
• Capability to lift, carry, push, or pull up to 25 pounds.
• Willingness to participate in an after-hours on-call rotation.
• Availability to travel up to 25% as required for team projects and support activities.

Preferred Qualifications:

• Possession of advanced certifications such as Microsoft Certified: Azure Fundamentals, CompTIA A+, Network+, or similar credentials that demonstrate a higher level of expertise and commitment to professional development in technical support roles.
• Demonstrated proficiency in utilizing ITSM software for managing service requests, incidents, and change processes effectively. Experience with popular platforms such as ServiceNow, BMC Remedy, or Jira Service Desk is highly desirable.
• Experience in troubleshooting and providing support for Linux and MacOS operating systems, in addition to the required expertise in Windows, to offer comprehensive multi-platform support.
• Knowledge of basic cybersecurity principles and practices, including familiarity with recognizing phishing attempts, managing secure connections, and understanding data protection policies, contributing to a more secure support environment.
• A proven track record of applying exceptional customer service skills in high-pressure environments to enhance user satisfaction and service desk efficacy.
• Previous experience contributing to IT projects, demonstrating an understanding of project management methodologies and the ability to assist effectively in collaborative team projects.
• Bilingual Proficiency, English/Spanish Fluency
• Experience with scripting languages such as PowerShell, Python, or Bash to automate routine tasks and improve efficiency in service delivery.
• High-level interpersonal skills, including strong conflict resolution and negotiation capabilities, to negotiate and resolve issues effectively while maintaining positive relationships with users and team members.

Minimum Education:

A high school diploma or general equivalency diploma (GED) is required.

Preferred Education:

A bachelor's degree in Information Technology, Computer Science, or a closely related field is preferred, enhancing the requisite understanding and capability for comprehensive technical support and service delivery.

Minimum Years Of Work Experience:

Minimum Years of Work A minimum of three years of relevant desktop administration experience is required for this role.

Certifications:

None Required.Preferred: Microsoft/CompTIA certifications

Competencies:

• Demonstrates adeptness in handling and troubleshooting computer hardware and software issues, including Microsoft Windows, Microsoft Office, iOS, and AndroidOS. Utilizes systems administration tools and scripting effectively to resolve technical challenges.
• Provides outstanding customer service, consistently addressing user inquiries and issues across corporate and branch locations promptly and within established service level agreements (SLAs).
• Exhibits clear and effective written and verbal communication, critical for documenting work orders, interacting with users, and facilitating training sessions for teammates.
• Applies excellent problem-solving skills to effectively troubleshoot and resolve technical issues, escalating when necessary using established procedures to ensure minimal disruption for users.
• Maintains structured documentation and tracking of all service desk requests per established standards, ensuring efficient follow-through on work orders to meet or exceed customer expectations.
• Demonstrates reliability through proven punctuality and ability to adhere to management-defined schedules. Shows flexibility by participating in a balanced after-hours on-call rotation and adapting to different working environments, including indoor office and warehouse settings.
• Actively participates in team projects and provides training and support to colleagues, fostering a collaborative environment focused on shared success and information exchange.
• Engages in ongoing learning, including obtaining certifications like Microsoft or CompTIA, to enhance technical capabilities and stay abreast of evolving industry standards and practices.