IT Support

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. The ServiceDesk Analyst I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when appropriate to maintain Service Level Agreement (SLA) expectations. Problem resolution may involve diagnostic and help‑request tracking tools, as well as giving in‑person, hands‑on help at the desktop level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primary Duties Set up new desktops, laptops, tablets, and smartphones; troubleshoot, repair, and upgrade existing workstations; and resolve software and hardware problems. Perform system administration duties including setting up user accounts; creating shared folders, files, and printers; and setting up logon scripts and user profiles. Provide ongoing support to computer users, both on‑site and off‑site, and respond to software/hardware questions, issues, and problems. Follow department policies and standard operating procedures (SOPs) for procuring, setting up, and disposing of all hardware and software and updating the asset management database. Assist with assigning tickets and managing the Service Desk. Additional Responsibilities Evaluate documented resolutions and analyze trends to prevent future problems; alert management to emerging incident trends; assist in software and hardware procurement, releases and rollouts, and communicate to end users. Field incoming requests to the Service Desk via phone, e‑mail, and in‑person to ensure courteous, timely, and effective resolution of end‑user issues. Troubleshoot PC hardware/software and printer problems, following all department policies and SOPs for procurement, setup, and disposal. Document all pertinent end‑user identification information, including name, department, contact information, and nature of problem or issue; build rapport and elicit problem details; prioritize and schedule problems; and, when required, prioritize and resolve problems at the appropriate level. Record, track, and document the service desk request‑problem‑solving process, including all decisions and actions taken, through to final resolution; apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions (FAQ) resources on the internet/intranet to aid in problem resolution; identify and learn appropriate software and hardware used and supported by the organization. Perform hands‑on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti‑virus software and ensure virus definitions are up to date. Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals; test fixes to ensure problems have been adequately resolved; and perform post‑resolution follow‑ups to help requests. Develop help sheets and FAQ lists for end users; reinforce SLAs to manage end‑user expectations. Perform other responsibilities as assigned. Qualifications: Education, Experience and Certification(s) Bachelor’s degree or a minimum of two to three years of IT experience required. IT certifications preferred. Must be able to work on‑site. Knowledge, Skills, and Abilities Knowledge of basic computer hardware, including installation and troubleshooting. Experience with desktop and server operating systems, including Server 2008 and 2012; extensive application support experience with Microsoft Office 2010, 2013, and 2016. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning; strong documentation skills. Ability to conduct research into a wide range of computing issues as required; absorb and retain information quickly. Ability to present ideas in user‑friendly language. Highly self‑motivated and directed; keen attention to detail. Proven analytical and problem‑solving abilities; effectively prioritize and execute tasks in a high‑pressure environment. Exceptional customer service orientation; experience working in a team‑oriented, collaborative environment. Physical Demands The physical demands described here represent those that must be met to successfully perform the essential functions of this job. The employee is required to sit for extended periods, walk in an office setting, talk, and hear. The employee must occasionally lift, move, or transport moderately heavy objects, such as computers, office products and supplies, up to 50 pounds. Specific vision abilities required include close, distance, and depth perception, and the ability to adjust focus. Dexterity of arms, hands, and fingers is needed to operate a computer keyboard, mouse, tools, and other components. Work Environment The work environment is generally quiet. What We Offer – for Benefit Eligible Employees May Include: Health coverage for you and your family through Medical, Dental, and Vision plans. Financial protection with 100% company‑paid Disability, Life, Accidental Death & Dismemberment insurance. A 403(b) retirement plan in which the company matches dollar for dollar on a generous percentage, up to 3% of your contribution. Tax advantages through Flexible Spending and Health Savings Accounts that allow you to pay for specific healthcare and dependent care expenses with pre‑tax dollars. Employee Assistance, Wellness, and Tuition Assistance programs. A generous paid time‑off program that increases with tenure. We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E‑Verify Employer and a drug‑free workplace. Pre‑employment background checks are required for all employment positions. Payment Transparency Policy Statement: The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. #J-18808-Ljbffr