Service Desk Analyst I

About the role

This position will provide technical support for all internal and external users with their computer issues.

Responsibilities

• Answer first and second level support questions and escalate the rest to senior resources.
• Provide excellent customer service.
• Provide technical support for hardware/software.
• Provide support for end users on internally used applications.
• Provide remote telephone support.
• Use help desk software to document problems and track them until resolution.
• Provide management with information regarding support activities.
• Troubleshoot complex software/hardware problems and provide solutions.
• Track corporate assets.

Required Skills & Experience

• At least two (2) years of relevant experience with helpdesk or PC support related tasks
• Excellent written and verbal communication skills, with an excellent telephone manner
• Strong interpersonal skills and ability to interact with people at all levels
• Experience with MS Office 365 (including Outlook), Windows 10, phone systems, iPhones, PC imaging and deployment, printers, etc.

Preferred Qualifications

• A+ Certification preferred
• Bachelor's Degree preferred

Pay

The anticipated hiring range for this role is $23.00 to $27.02 per hour. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible.

Benefits

• Remote first work environment
• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members
• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)
• Additional buy-up options for Short- and Long-Term Disability and Life Insurance
• 401(k) with an employer match up to 3.5% available after 60 days
• Community Service Day to give back and support what you love in your community
• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like
• Reimbursements for high-speed internet, we'll send you a computer and monitors to help you do your best work
• Tuition Reimbursement for accredited degree programs
• Paid New Parent Leave that can be used for adoption or birth
• Pet insurance to protect your furbabies
• A robust mental health benefit and EAP service through Spring Health to support you when you need it most