Service Desk Analyst L1

2 weeks ago

Minneapolis, United States Superior Managed IT Full time
Job DescriptionJob Description

Job Purpose:

Entry-level IT Service Desk Analyst serves as an analyst working in Superior’s service desk and providing Level 1 Support Team objectives to customers via remote connection. Their primary focus is providing end-user support of customer technology and addressing customer IT incidents.

Duties

  • Understand Service Desk L1 Support Team objectives, as well as the role and function of internal team members.

  • Respond to all incidents and service requests for our customer base.

  • Attempt to address end-user incidents within 30 minutes.

  • Escalate >30-minute incidents, IT problems, and service request to the appropriate internal team.

  • Provide remote assistance and control services for supported end-user workstations (Windows, Mac), smart devices (iPhone, Android), etc.

  • On occasion, provide project support assistance, remotely or onsite at customer location, with direction from Superior management or project engineers.

  • Provide incident and problem ticket reviews and reporting to the Service Desk Coordinator as required.

  • Maintain high positive client and user satisfaction and relationships.

  • Collaborate with internal IT teams and/or customers in a timely manner.

  • Leverage IT service management (ticketing) workflow tools for incident and service request handling, tracking, and reporting.

  • Conduct thorough checking and self-checking of information and documentation.

  • Maintain technology files and keep documentation accurate and in good order.

  • Enter all customer (and internal) efforts through daily time entries.

Qualifications

  • Appropriate Driver’s License based on primary job role location - (must work in-office at Superior).

  • Tertiary qualifications in Computer Science/Information Technology or equivalent.

  • Computer-related industry certifications.

  • Position open only to US Persons (US citizen or green card holders)

 

Experience/Skill Level Required

  • Bachelor's Degree in Computer Science or related field preferred.

  • 1+ years of IT service desk experience supporting clients over telephone/in-person preferred.

  • Understanding of Foundational Networks (IP Addressing, Subnetting, DNS, DHCP, etc.) preferred.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems preferred.

Aptitude & Interpersonal Skills

  • Strong communication (written and verbal) and interpersonal skills such as: telephone skills, communication skills, active listening, and customer-care.

  • Ability to work in a team and communicate effectively.

  • Ability to multi-task and adapt to changes quickly.

  • Technical awareness: the ability to match resources to technical issues appropriately.

  • Understand support tools, techniques, and how technology is used to provide services.

  • Typing skills to ensure quick and accurate entry of service request details.

  • Self-motivated with the ability to work in a fast-moving environment.

  • Strong problem-solving and self-learning skills.

  • Show initiative when undertaking tasks.

  • High degree of confidentiality and punctuality.

  • Ability to take, interpret, and follow instructions.

  • Customer service orientation.

  • Committed towards undertaking duties efficiently with a strong attention to detail.

  • Professional personal presentation.

  • Awareness of and ability to work in accordance with Company Policies and Procedures.

Key Performance Indicators (KPIs)

  • All work hours (40 hours) must be recorded per week.

  • 70%+ of same day response on all reactive tickets (incidents/problems), assessed on quarterly basis.

  • Accurate and detailed documentation.

  • Client and staff satisfaction.

  • Satisfactory achievement of ongoing targets, goals, and objectives as set by Superior Management.

  • Following of instructions and completion of tasks in a timely, accurate, and efficient manner which meet the requirements of the company, client, and required regulatory standards.

Opportunities for Growth and Career Advancement

  • This position exposes people new to IT to a vast amount of IT technologies, service areas, and business experiences. At 3-months and 1-year from hire date, the staff member will be assessed for review and pending review findings may request to be considered for available internal open positions.

Company DescriptionCompany Description:

Superior Managed IT (Superior), headquartered in Arden Hills, MN, is a multi-faceted information technology company that has been providing technical expertise and managed services to small and medium sized businesses, across many industries in the United States and Canada since 1994. Our commitment to serve our clients combined with our desire to embrace and integrate modern technologies, trends, and efficiencies has made Superior a trusted solutions partner for IT services.Company DescriptionCompany Description:\r
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Superior Managed IT (Superior), headquartered in Arden Hills, MN, is a multi-faceted information technology company that has been providing technical expertise and managed services to small and medium sized businesses, across many industries in the United States and Canada since 1994. Our commitment to serve our clients combined with our desire to embrace and integrate modern technologies, trends, and efficiencies has made Superior a trusted solutions partner for IT services.

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