Service Desk Analyst I - DC

Summary:

Receives calls from internal employees to help resolve issues with warehouse computer hardware and software.

This will include installing and troubleshooting corporate computer hardware and software systems on-site in a warehouse environment.

Essential Job Duties:


* Answer incoming queries and requests via phone, walk-up or tickets via our ticketing system.

This includes detailed documentation upon opening, updating, and closing the ticketing system ticket.


* Resolve warehouse users technical issues as it relates to all hardware and software installed on the PC


* Triage and escalate cases to other departments or groups as appropriate.


* Review, update, and comment on Knowledge Articles.

The Knowledge Articles are the basis for completing user requests.

Providing updates when needed is required.

Periodic instruction of users in regards to equipment, software, and manuals.


* Coordinates activities of the Serice Desk with those of the Network Services, Telephony, Development, or any other Information Systems group as circumstances dictate.


* Duties may be related to a specific project, but there may also be additional responsibilities as assigned.

Essential Skills Required:


* Technical Skills - technical and computer skills are required to assist users with their computer and software issues.


* Problem solving skills - Problem solving and proper issue diagnosis is key to this position.


* Communication skills - This position communicates with users who maintain a variety of technical skills and work in different departments.

The ability to communicate effectively is key.


* Time management - The ability to handle multiple cases and set priorities is critical.


* Team collaboration - This position will frequently work with other IT departments to resolve issues.

Collaborating with team members and co-workers is required.

Reporting Relationships:


* Reports to Manager, IT Service Desk

Requirements:


* High School Diploma or GED


* Good understanding of computers

Preferred:


* 1 year Service Desk Work Experience or Equivalent


* Bachelors degree in computer science or information systems

Physical Requirements:


* Ability to sit a computer terminal for long periods of time


* Ability to talk on the phone for long periods of time


* Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for the position.


* Ability to lift 60 pounds.


* Ability to travel locally occasionally

Compensation:

Compensation Range: $50,000 - $55,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer.

This position is not eligible for a variable pay component as part of the hiring range.

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