Employee Service Desk Analyst II

About the role

Handles calls from internal employees seeking help with technical issues. Works in a hybrid work model with locations in Scottsdale, San Francisco, Chicago, or New York.

Responsibilities

• Identifies, researches and resolves complex issues for internal users
• Provides level one and level two 2-factor token support for internal users
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details
• Responds to information security events related to add/change/deletes and other user privilege changes
• Performs more complex maintenance activities to ensure optimal system performance
• Communicates courteously and effectively with end users in problem resolution process
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems
• Provides on-call after hour support for user issues
• Creates documentation process and procedures for use by other IT organizations
• Assists employees, vendors or other customers by answering questions related to End User management processes, procedures and services
• Drives to an 80% or above First Call Resolution on all customer interactions into the Service Desk
• Safeguards the integrity and confidentiality of systems and data
• Stays current on the latest industry technologies, trends and strategies
• Completes work in a timely and accurate manner while providing exceptional customer service

Requirements

• High school diploma or GED
• Minimum of 2 years’ Service Desk or related IT work experience
• Working knowledge of Apple Macs and phones
• Working knowledge of Active Directory administration, including account creation, resetting passwords and checking group membership
• Strong attention to detail
• Strong analytical skills with the ability to collect, organize, analyze and disseminate information with attention to detail and accuracy
• Proficient with Microsoft office, including skills with Word, Excel and Outlook
• Good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs
• Ability to build and maintain strong professional relationships
• Ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently
• Strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude
• Problem-solving skills with a can-do attitude and the ability to adjust to changing requirements
• US Citizen or US National only

Qualifications

• Must independently possess the eligibility to work in the United States, for any employer, at the date of hire
• This position is ineligible for employment Visa sponsorship

Skills

• Apple Macs and phones
• Active Directory administration
• Microsoft Office (Word, Excel, Outlook)
• Communication and interpersonal skills
• Problem-solving and analytical skills
• Attention to detail
• Customer service skills
• Time management and multitasking abilities

Benefits

• Healthcare Coverage (PPO/HDHP, dental, vision plans, HSA/FSA)
• 401(k) Retirement Plan with 100% Company Safe Harbor Match
• Paid Time Off (Flexible Time Off for Exempt, generous PTO for Non-Exempt, 11 paid company holidays, paid volunteer day)
• Parental Leave (12 weeks of Paid Parental Leave)
• Maven Family Planning (egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, returning to work)

Pay

The Base Pay Scale for this position in Scottsdale, AZ in USD per hour is: $25.48 - $29.81. Additionally, candidates are eligible for a discretionary incentive plan and benefits.

Company Information

Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers).