Service Desk Analyst
Solutions Management Group (SMG) · Fort Dodge, IA · 1 mo ago
On-siteInformation TechnologyFull-time
Job Responsibilities
- Provides excellent customer service to all Iowa Central Community College staff and students.
- Answers incoming phone calls promptly and pleasantly.
- Utilizes effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues.
- Responds quickly and professionally to requests through the Customer Support Service Desk.
- Schedules Service Request Team through data entry in a team environment.
- Maintains confidentiality for students, faculty, and staff profiles.
- Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public.
- Displays a positive, friendly, and respectful attitude toward customers and co-workers.
- Possesses strong organizational skills and high attention to detail.
- Other duties as assigned by management.
Job Qualifications
- Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment.
- Aceessory degree or Certificate/Diploma in computer science or a related field.
- Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows 7, Windows 10, and Office 2016.
- Preferred Education/Experience includes Basic Active Directory Administration experience, Experience with ITIL methodology, Experience supporting Higher Education staff and faculty, Experience supporting end users utilizing Macintosh operating systems, Experience supporting end users utilizing educational/presentation technology peripherals, and Experience supporting end users utilizing Microsoft SharePoint.
Benefits
- Health, Dental, and Vision insurance.
- Paid premiums for Short Term Disability/Long Term Disability Insurance.
- Paid $10,000 Life Insurance policy.
Section 125 Flex Spending Account
- 401(K) Retirement Plan.
- Vacation Pay.
- Paid Time Off.
- Holiday Pay.
- Employee Assistance Program.
About the Role
- Solutions Management Group is an Equal Opportunity Employer.