Service Desk Analyst 1

Support Specialist

In this role, you would be responsible for handling incoming queries and requests from end users via electronic support requests or phone. Take detailed notes of the problem the user is experiencing, determine necessary steps to resolve the issue, and manage the flow of incoming support requests. Escalate requests to higher level support teams and experts as needed.

Provide end user support for the desktop computing environment including various Operating System (OS) environments and applications. Monitor various Information Technology (IT) systems, analyze performance data, and escalate to appropriate product specialist as needed. Troubleshoot and diagnose issues using various skills and techniques. Set reasonable customer expectations for resolution time by determining scope, impact, and severity of issue. Route unresolved incidents to the correct product specialist for resolution. Communicate with vendors regarding various hardware problems and ensure all problems are resolved within a reasonable time frame. Provide remote technical support online, over the phone, or through remote access. Prepare training manuals and knowledge base articles for internal team and end user guidance. Coordinate with the IT Operations Manager in establishing priorities.

For this role, you would need to have an Associate Degree, Bachelor's Degree, or equivalent experience, Coursework or computer related degree in progress or comparable experience in a computer related field. We would like for you to have 1 or more years of experience working in a similar position, and previous experience using Jira or other Service Management software. Work Shift Second Shift