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Level 1 Service Desk Analyst

4 months ago

West Des Moines, United States Pomeroy Full time

Primary Job Duties and Responsibilities (Essential Job Function)

Focused on intensive phone-based support, this position is integral to handling end-users' inquiries and resolving technology-related issues in a dynamic service desk setting.


Duties include:

  • Incident recognition, research, isolation, and comprehensive follow-up for level 1 and level 2 issues.
  • Utilizing incident management databases and IT Remedy systems effectively.
  • Supporting a broad range of endpoint devices within the client's network and recommending system modifications/configurations to reduce user problems.
  • Serving as the primary IT communication liaison within the company or affiliates, including providing regular training/presentations to end-users on technology applications within the company.
  • Developing and maintaining documentation and knowledge base articles to enhance user self-service.
  • Collaborating with IT team members on new technology testing and implementation, including user testing, implementation, documentation, and communication.
  • Providing after-hours support and handling additional responsibilities as assigned.

Required Qualifications

  • In-depth knowledge of M365, Teams, SharePoint, OneDrive, and familiarity with client/server, network, mainframe, and applications environments.
  • Demonstrated proficiency in incident recognition and troubleshooting.
  • Exceptional customer service skills, with strong verbal and written communication capabilities.
  • Advanced analytical and problem-solving skills.
  • Ability to effectively prioritize and manage multiple tasks and projects simultaneously.
  • Availability for on-call responsibilities on a rotating basis is essential.
  • Employees must be capable of performing the essential functions of the position, with or without accommodation.