Service Desk Analyst

Service Desk Analyst

Reporting to the Service Desk Manager, the Service Desk Analyst will provide Tier 1 (and occasionally Tier 2) support to the internal customers within the eCapital environment including remote users. As the first line of IT support, you will be responsible for analysis, diagnosis and resolution of support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktops, laptops, servers, printers, mobile devices, telephony, and related equipment. You will provide end-user support administration in; moves, adds, changes, problem resolution, hardware, and software installations/upgrades, patch management.

Responsibilities and duties include:

• Act as a representative of the technical services team, supporting an environment of 800+ users throughout the North America & UK using Windows 10, Windows11 and MacOS.
• Provide Tier 1 Service Desk support for problems and service requests related to hardware, software, network, and application support.
• Conduct timely problem determination for incidents using documented procedures, troubleshoots, resolves and/or escalates problem tickets and service level request.
• Document all support activities in the ticketing system, following up on open cases and escalating as necessary.
• Maintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems and communicate progress in a timely manner.
• Provide basic in-house training to customers of MS Office applications, phone systema, and other applications.
• Facilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectations.
• Ability to lift and move equipment weighing up to 50 lbs as part of on-site support and desk move activities.
• Ensure equipment moves are completed securely and efficiently.

Skills and abilities include:

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Provide clear, concise information through written and verbal communication.
• Excellent organizational skills and detailed oriented.
• Acquire and maintain current knowledge of relevant product/service offerings.
• Support policies to provide technically accurate solution to customer.
• Ability to create SOP's (Standard Operating Procedures) for troubleshooting.
• Demonstrated ability to work both independently and as part of a team.

Qualifications include:

• 3 - 5 years experience in a Windows 10, Windows 11 & MAC environment and/or call center or service desk experience.
• Experience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephony.
• Basic knowledge of networking concepts (LAN, Wi-Fi, VPN).
• Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etc.
• Certified in A+ or Network preferred.
• ITIL Foundations certification preferred.
• MCP certification preferred.
• Incident Management experience – managing issues including business expectations and communication.
• Deeply passionate about helping others.
• Great listener and communicator.
• Motivated self-starter with excellent work ethic and team first attitude.

*Please note, this job requires in-office presence. The position cannot be occupied remotely.

We Bring:

• Competitive Compensation
• Annual Bonus Incentives
• Vacation & Sick Time
• Health, Dental, and Life Benefits
• RRSP Matching
• Abundant professional development opportunities at a growing and thriving Fintech company!