Service Desk Analyst

About the role

Solutions Management Group (SMG), one of the Quad-Cities' largest locally owned technology services companies, is seeking a Service Desk Analyst to provide first-level technical support to staff and faculty at Des Moines Area Community College.

Responsibilities

• Provide phone, remote, and email-based first-level technical support to staff and faculty for the Des Moines Area Community College campus
• Undertake analysis, diagnosis, and resolution of problems ranging from straightforward to more complicated technical issues
• Provide excellent customer service to all Des Moines Area Community College staff and students
• Answer incoming phone calls promptly and pleasantly
• Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues
• Respond quickly and professionally to requests through the Customer Support Service Desk
• Schedule Service Request Team through data entry in a team environment
• Maintain confidentiality for students, faculty, and staff profiles
• Establish and maintain strong working relationships with colleagues, staff, administrators, and the general public
• Display a positive, friendly, and respectful attitude towards customers and co-workers
• Possess strong organizational skills and high attention to detail
• Other duties as assigned by management

Qualifications

• Strong customer service skills with 2+ years of previous customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or 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

• 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
• Experience supporting end users utilizing Microsoft SharePoint

Benefits

• Health, Dental, and Vision insurance
• STD/LTD Insurance
• Section 125 Flex Spending Account
• 401(K) Retirement Plan
• Vacation Pay
• Paid Time Off
• Holiday Pay
• Employee Assistance Program