Service Desk Analyst II

4 weeks ago

Chester, United States Roseburg Forest Products Full time

Founded in 1936, Roseburg Forest Products is a privately owned company and one of North America's leading producers of particleboard, medium density fiberboard and thermally fused laminates. Roseburg also manufactures softwood and hardwood plywood, lumber, LVL and I-joists. The company owns and sustainably manages more than 600,000 acres of timberland in Oregon, North Carolina and Virginia, as well as an export wood chip terminal facility in Coos Bay, Ore. Roseburg products are shipped throughout North America and the Pacific Rim. To learn more about the company please visit .


Purpose


Provides internal technical support to employees using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. May set up computer workstations, configures and installs software. Provides outstanding technical support to Roseburg employees across the company. Works under moderate supervision.



Key Responsibilities

  • Provides intermediate level hardware and software support for computers, tablets, phone, printers and other technical devices
  • Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately
  • Clearly communicates technical solutions in a user-friendly and professional manner
  • Install and support Roseburg’s business applications
  • Write and maintain knowledge base articles for processes and policies
  • Logs and fully documents all issues and follow-up information within ServiceNow, ticket tracking software
  • Works on moderately complex projects and assignments
  • Follow SLAs to ensure initial response and timely resolution for tickets
  • Provide Service Desk coverage on a set Monday through Friday schedule
  • Occasionally assist with projects outside of standard business hours
  • Other duties as assigned
  • Models company core values



Requirements

  • Associate’s degree in a computer science related field or a minimum of two years of working experience that is sufficient to successfully perform job duties
  • Intermediate level knowledge and skills
  • Experience using TeamViewer desktop sharing software or similar screen sharing software
  • Communicate clearly and concisely, both orally and written
  • Knowledge of Microsoft Windows 7, Windows 10, and domain environments
  • Proficient with Microsoft Office software
  • Excellent customer service skills and the ability to support users with all levels of technical knowledge



Preferred Qualifications

  • Knowledge of ITIL best practices
  • Experience using ticket tracking software
  • Knowledge of Cisco video conference technologies

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