• Service Desk Analyst I

    Category Information Technology
    Job Locations US-TN-Tullahoma
    Job ID
    2019-1753
    Type
    Active - Full Time Hourly
  • Overview

    The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give remote or in-person, hands-on help at the desktop level.  This position will work closely with other members of the Ascend Information Technology team to support the overall mission of the company and its long-term strategic business initiatives.

     

    Ascend offers a GREAT Total Rewards Package Including:

    • Competitive compensation
    • Culture that prides itself on promoting from within
    • Bonus potential
    • 100% Company paid medical premiums for employees as well as life insurance, long term disability and AD&D
    • Impressive 401(k) match program
    • Voluntary programs such as dental, vision, additional group term life, accident, cancer, short term disability and critical illness coverage
    • Vacation and sick time that accrues based on length of service
    • Tuition assistance
    • Ten paid holidays each year

    Responsibilities

    • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
    • Build rapport and elicit problem details from service desk customers.
    • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
    • Escalate incidents with accurate documentation to suitable technician, when required.
    • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
    • Use remote tools and diagnostic utilities to aid in troubleshooting.
    • Research solutions through internal and external knowledgebase as needed.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Test fixes to ensure an incident has been adequately resolved.
    • Develop help sheets and FAQ lists for end users.
    • Contribute to technician knowledgebase as needed
    • Reinforce SLAs to manage end-user expectations.
    • Provide suggestions for continual improvement.
    • Alert management to emerging trends in incidents.
    • Deploy pre-packaged software using distribution tools and processes as requested by end users.
    • Read all internal credit union publications, including Source and Possibilities.
    • Perform other duties as required or assigned.

    Qualifications

    Education:

    • Two year degree in Information Technology/Computer Science or equivalent technical training required.  Four year degree in Information Technology / Computer Science preferred.
    • Beginner level certification such as CompTIA A+, Microsoft Technology Associate (Windows OS) or HDI-SCA.

    Experience:

    • Minimum one year of experience in information technology supporting enterprise Windows desktop environment.
    • Minimum one year of experience installing, troubleshooting operating systems (Win 7/10), Microsoft Office, and other software in an enterprise environment.

    Knowledge, Skills and Abilities:

    • Knowledge of basic PC hardware, use of remote tools to support remote end users.  Knowledge and experience with O365 Suite, including the Office desktop client
    • Working knowledge and experience with ITIL foundation processes.
    • Must be able to manage multiple projects/tasks concurrently; and prioritize requests and complete assignments within an estimated timeframe; and organize, schedule, and coordinate a variety of activities and projects.
    • Must have the ability to learn new software and hardware packages and adapt to changes in technology.
    • Must have the ability to establish and maintain cooperative working relationships with all those contacted during the course of work.Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.  Ability to troubleshoot user issues and use all available tools to attempt to resolve all user issues.Highly self-motivated and directed. Keen attention to detail with proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation with ability to present ideas in user-friendly language..Experience working in a team-oriented, collaborative environment
    • Hours may be unpredictable because of unforeseen problems arising, updates, etc
    • Regular and reliable attendance is required
    • Possession of a valid, unrestricted driver's license
    • Must be able to operate or have the ability to be trained to operate related office equipment, including computer room equipment, multifunction copier, and VOIP telephone.

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