Service Desk Analyst

About the role

This role supports the hardware and software used for production, management and delivery of content and services to our clients. Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

Responsibilities

• Provide Tier I/II support to end users with exceptional customer service skills.
• Answer, evaluate and prioritize service requests via phone, voicemail, email and in person for users.
• Provide regular and timely updates to customers.
• Perform move/add/change tasks for desktop/laptop hardware and software systems.
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions.
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned.

Requirements

• Typically requires a High School degree or equivalent experience.
• Typically requires 1 to 3 years of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals.

Qualifications

• Experience with ServiceNow a plus.
• Microsoft certifications and ITIL V3 certification desired.
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and manage computing assets.
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles.
• Working/practical knowledge of Active Directory, Exchange and SharePoint.
• Willing to be on-call for occasional night and/or weekend support.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Pay

The expected pay for this role will range from $48,472 to $64,630 per year. This role will be eligible to participate in an annual bonus or incentive program.