Service Desk Analyst

Job Summary


The Service Desk Analyst will provide technical support and play a key role in maintaining our in-house technology infrastructure, spanning computer systems, mobile devices, and peripherals. This role demands a meticulous troubleshooter who can swiftly resolve issues, optimize system performance, and deliver high-quality end-user training and support.


Key Responsibilities

• Effectively track and log all user interactions, incident reports, and service requests.
• Manage queries via email, in-person, or with a ticketing system, and work closely with IT peers to ensure setups within process/infrastructure configuration
• Champion service satisfaction by conducting follow-ups and ensuring timely resolution of incidents and requests.
• IT configuration for new employees, onboarding & employee termination process
• Serve as the first point of contact for software and hardware support
• Leverage your expertise to escalate complex incidents to a higher level of technical support as needed.
• Develop and implement robust procedures for incident and request resolutions, thereby improving our IT service management processes.
• Create and update technical documentation to enrich our knowledge base.
• Troubleshoot and resolve IT issues including those related to Microsoft products
• Contribute to IT project initiatives as a dedicated team member.
• Help maintain, monitor, and upgrade computer systems and a network in combination with peer IT Systems Engineer
• Set up workstations with computers and necessary peripheral devices (scanners, printers etc.)
• Install and configure appropriate software and functions according to specifications

• Ensure security and privacy of networks and computer systems
• Assist with any hardware setups/installs
• Maintain records/logs of repairs and fixes and maintenance schedule
• Identify computer or network equipment shortages and place orders
• Other responsibilities as assigned

Knowledge and Skills

• Excellent communication & organizational skills
• Strong telephone and customer service skills
• Analytical and problem-solving skills
• Windows Terminal Server end-user support and printer technologies
• Solid experience with Microsoft platforms and ticketing solutions
• Experience with troubleshooting and escalation of incidents including documentation, diagnosing and following resolution steps

Qualifications

1. Associate degree in information technology preferred
2. Minimum (2) two years of experience working in an IT Help Desk or Service Desk role

Why work for NTS? We offer a competitive salary with a generous and comprehensive benefit package, including:

• Excellent medical, dental, and vision plans
• 401(k) retirement plan with company match and immediate vesting
• Team Ownership Program (TOP) grants an annual stock award to every active full-time employee. TOP is unique for a privately held company but is offered to show how much we value our employees!
• Flexible spending and health savings accounts
• Basic and Voluntary life and disability insurance
• Paid Time Off that is either awarded or begins to accrue on the first pay period
• 8 paid holidays
• Birthday and Work Anniversary holidays after one year of service
• Incentive bonus plans
• Educational assistance

About Us: At National Trench Safety we specialize in the rental and sale of excavation safety products. NTS is proud of our reputation for supplying the highest quality trench, safety equipment, and rental fleet while providing an unparalleled level of service. We equip job sites with everything from a barricade to complete site-specific trench shoring plan as well as the equipment required to execute the plan.


About our Team: At National Trench Safety (NTS), our team of employees is our most valuable asset and one of our customers' greatest resources. NTS was built around a team of experienced industry professionals, and as NTS continues to grow we continue to attract talented individuals. The NTS team contains some of the industry's most respected and recognized trench safety veterans. NTS is a customer service-focused organization, which can be reflected in the company's culture and commitment to its customers.


NTS is an equal opportunity employer M/F/D/V. Qualified candidates will receive consideration for employment regardless of race, color, religion, sex, nation origin, sexual orientation, gender identity, disability, or protected veteran status.