IT Service Desk Analyst I

Overview:

The Service Desk Analyst I is an entry to a mid-level position that serves as the first point of contact and will provide assistance to our customers seeking technical assistance. This position will require the Service Desk Analyst to be onsite.

Responsibilities:

Monitor ticket queue, company website, network status, support pages

Serve as the first point of contact for customers seeking technical assistance

Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts

Performs problem-solving and assistance on various software applications and hardware systems

Track inventory levels of equipment and materials; perform data entry and maintenance of records such as, but not limited to, project documents, and ordering of IT equipment and accessories as needed.

Create and/or update the support ticket system with the supporting troubleshooting steps performed

Provide hardware support through repairs or replacement

Determine the best solution based on the issue and details provided by customers and walk the customer through the problem-solving process

Direct unresolved issues to the next IT level of support personnel

Will provide conference room audio/video setup and support as needed

Provide accurate information on IT products or services and record events and problems and their resolution in the logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements to procedures

Will perform other duties or tasks as required/assigned

Create/update knowledge base article as needed

Some travel may be needed

Ideal Candidate Will Possess the Following Skills and Abilities:

High school diploma or GED

Minimum 1 year of Help Desk support experience or Customer Service experience with some technical skills

Some Microsoft Office 365 experience a plus, not a must

Tech savvy with working knowledge of Microsoft Office products

Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and resolve basic technical issues

Proficiency in English

Excellent communication and interpersonal skills

Customer service focus

Will be required to provide after-hours/on-call support

Moderate physical activity that requires handling and or lifting objects up to 25 pounds

Must have reliable transportation

CompTIA A+ and or Network+ certification is a plus, not a must

ITIL Foundation certification is a plus, not a must

At Singer, we value each and every one of our dedicated staff and therefore are pleased to offer a competitive starting wage, a comprehensive benefits package including: medical, dental, vision, short-term and long-term disability, 401(k) with company match, group life insurance, flexible spending, paid time off, and paid holidays.

EOE/M/F/Veterans/Disability

Permanent