Service Desk Analyst-Level I

The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. The will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate.

-Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software 

-Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. 

-Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external 

-Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service

-Assist in the on-boarding and training of new employees 

Preferred Qualifications

-Associate’s Degree in Information Systems, Business, or related field, or equivalent experience.

-Basic computer software applications including MS Office products, email, Internet access, and multimedia technology

-Knowledgeable with LAN or WAN networking

-Working knowledge of Windows OS

-Computer hardware components, systems, and peripherals

-PC support background and experience working in a call center / phone support environment

-Good organizational and problem solving skills 

-Ability to multitask 

-Ability to work in a highly collaborative environment 

-Ability to work a flexible schedule including overtime as required 

Promotions to Level II and FTE are performance based.

-75% is Customer Service focused

-25% technical skills...basic MS Windows, Office, Adobe, Task Manager...Computer 101 basically

-Soft Skills are absolutely KEY!