IT Service Desk Analyst (Open to Remote)

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We are seeking an IT Service Desk Analyst to join our team. This person plays a crucial role in providing technical support and assistance to end-users within our organization. This role is responsible for resolving technical issues, answering inquiries, and ensuring the smooth operation of IT systems and equipment. The IT Service Desk Analyst serves as the first point of contact for IT-related problems and strives to provide effective solutions while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Customer Support:
  • Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat
  • Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently
  • Maintain a professional and courteous demeanor when interacting with users
• Incident Management:
  • Log all incidents, service requests, and inquiries in our ServiceNow ticketing system
  • Prioritize and categorize incidents based on urgency and impact on business operations
  • Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required
• Technical Troubleshooting:
  • Diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
  • Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
  • Determine when it's best to cease troubleshooting and escalate or dispatch to second level support to assist
• Documentation:
  • Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the call ticketing system
  • Update knowledge base articles for common issues to facilitate self-service for end-users
• Communication:
  • Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information
  • Keep end-users informed of incident progress and resolution timelines
• Hardware and Software Support:
  • Assist in hardware and software installation, configuration, and updates
  • Troubleshoot software-related issues, including operating systems, office applications, and specialized software used within the organization
• User Training:
  • Provide basic training and guidance to end-users on using IT resources effectively and securely
  • Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials
• Continuous Improvement:
  • Identify recurring issues and escalate to IT management in an effort to prevent future incidents

Requirements:

• High school diploma or equivalent; a degree or relevant certification in IT is a plus
• At least 1+ year of experience in an IT/customer service role
• Basic knowledge of IT hardware, software, and operating systems
• Excellent communication and interpersonal skills
• Problem-solving abilities and patience in assisting end-users
• Ability to work in a fast-paced and dynamic environment
• A customer-centric approach with a strong commitment to user satisfaction

To learn more about our IT Department and their initiatives, visit our Tech Talent site.

The salary for this position is $57,000-$63,000. All positions are currently eligible for annual profit award or bonus, subject to Company results.

Penguin Random House job postings include a good faith compensation range for each open position. The salary range listed is specific to each particular open position and takes into account various factors including the specifics of the individual role, and candidate's relevant experience and qualifications.

Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off.

Penguin Random House is the leading adult and children's publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution. Our vibrant and diverse international community of nearly 300 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at < ""> Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

Company: Penguin Random House LLC

Country: United States of America

State/Region: Maryland

City: Westminster

Postal Code: 21157

Job ID: 267613