IT Service Desk Analyst

IT Service Desk Analyst

Built on service. Powered by people. Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first. What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We've built something special, but we're far from finished. The people who join Impact now will help define what comes next.

The IT Service Desk Analyst provides remote technical assistance and support to contracted customers, delivering excellent customer service while troubleshooting and resolving hardware, software, and end-user technology issues. This role uses ticketing systems to document incidents, follow up to confirm resolution, identify recurring disruptions, and support onboarding of new clients and users, with a strong focus on learning new technologies and helping ensure client environments remain secure and running optimally. The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients.

Impact's Unified Support Service Desk provides 24/7/365 client support. The available shift options are:

• Monday-Friday: 12 AM-9 AM
• Saturday-Tuesday: 6AM-5PM
• Saturday-Tuesday: 12AM-11AM

Our North Star: Client Centricity

Responsibilities

• Provide excellent customer service, including polite communication under stressful situations, timely updates, and a willingness to go above and beyond to help customers.
• Provide remote technical assistance and support for incoming queries and issues from contracted customers related to technology needs.
• Troubleshoot and support end-user hardware and software issues, including copiers, printers, scanners, and Microsoft Windows and Office.
• Use ticketing systems to document issues and resolutions accurately and in a timely fashion.
• Follow up with customers to ensure open issues have been resolved and gather feedback on service and computer issues.
• Run historical reports to identify recurring service disruptions and opportunities for improvement.
• Document problem resolutions and support processes to improve knowledge sharing and consistency.
• Assist with onboarding of new clients and users.
• Install, modify, and repair computer hardware and software; run diagnostic applications to resolve problems.
• Perform additional responsibilities as assigned by management.

Qualifications & Experience

• One of the following: technical-related degree; industry certification; or experience in a service desk, helpdesk, call center, or other technical support role.
• Basic technical understanding of Microsoft and/or Apple operating systems.
• Basic technical understanding of networking, wireless technology, and printers/print solutions.
• Basic understanding of mobile operating systems and MDM solutions for iOS, Android, and Windows mobile devices.
• Ability to provide excellent customer service via phone and text-based support channels.
• Ability to diagnose technical issues using remote management software/tools and communicate solutions clearly to non-technical users.
• Ability to document technical issues in a timely fashion with strong attention to detail and accuracy.
• Ability to operate under pressure, make quick but rational decisions, and remain patient, empathetic, and adaptable in a fast-paced environment.
• Required: ability to do some light lifting; good typing skills; strong grammar skills.
• Preferred (not required): bilingual.

What Drives Impact

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time. Behaviors define what our values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation : We embrace change because innovation lives outside the comfort zone.
• Passion : We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty : We are fiercely transparent and consistently honest.
• Fun : We fuel work with fun, knowing life's too short for boring.
• Low Ego : We champion ideas over titles, because brilliance knows no rank.
• One Team : We win as a team, we lose as a team, we are one team.

Compensation

The typical base salary range for this role is $52,500 to $55,500. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department. Full compensation details can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

• 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements. Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a "U.S. Person," as defined by law, or otherwise be eligible to obtain any required government authorizations.