Service Desk Support, Intermediate

Your Role

The IT Service Desk delivers customer-focused support by using IT service management tools and self-service and automated solutions. Reporting to the IT Supervisor, the Service Desk Support Analyst provides remote technical support for computer, network, software, and peripheral issues in an advanced network environment.

The analyst supports users by telephone and chat, performs diagnostics and troubleshooting, provides software guidance, maintains ticket updates and operational metrics, and contributes to support procedures and knowledge content. The role works with general direction, exercises independent judgment on moderately complex assignments, and delivers timely, accurate, and accountable results by following approved designs, standards, and knowledge base procedures.

Your Knowledge and Experience

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience is required. 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, the Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow preferred.
• Basic knowledge of and troubleshooting experience with Microsoft 365 applications required.
• Experience supporting macOS devices strongly preferred.

Hybrid

This role requires employees to be in - office based on our hybrid workplace model, balancing purposeful in - person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

#LI-CP4

Your Work

In this role, you will:

• Follow established security, governance, and risk management requirements while delivering technical support.

• Provide telephone and chat support, diagnostics, and troubleshooting for computers, network services, and related peripherals used by local and remote users.

• Provide end-user support and general training for commercial and internally developed software.

• Maintain accurate case status updates and provide operational metric reports to management.

• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.

• Meet established productivity, quality, and service-level targets.

• Support customer satisfaction goals through accurate, timely, and professional service.

• Create and maintain clear, accurate knowledge articles.

• Serve as a subject matter expert for assigned critical business functions and services.

• Perform other duties as assigned.

Your Work

In this role, you will:

• Follow established security, governance, and risk management requirements while delivering technical support.

• Provide telephone and chat support, diagnostics, and troubleshooting for computers, network services, and related peripherals used by local and remote users.

• Provide end-user support and general training for commercial and internally developed software.

• Maintain accurate case status updates and provide operational metric reports to management.

• Develop, document, implement, and audit standard operating procedures and customer service guidelines for remote IT support.

• Meet established productivity, quality, and service-level targets.

• Support customer satisfaction goals through accurate, timely, and professional service.

• Create and maintain clear, accurate knowledge articles.

• Serve as a subject matter expert for assigned critical business functions and services.

• Perform other duties as assigned.