Service Desk Analyst

3 weeks ago

Seattle, United States The Seattle Times Full time
Job DescriptionJob Description

The Seattle Times is seeking a creative, motivated, and positive Service Desk Analyst that thrives in a self-managed work environment. The Service Desk Analyst is the single point of contact for our internal business partners seeking assistance and support with the company’s intranet, desktop devices, and all business applications. This person will triage issues and follow through to ensure complete resolution.

 

The Service Desk Analyst commits to delivering an outstanding customer experience while gaining business partner confidence and loyalty through skilled problem solving and resolution follow through. The Seattle Times business and technical environment is complicated, which requires a Service Desk Analyst who thrives on overcoming challenges and learning new skills quickly and on the fly.

 

Schedule: The schedule for this position is Monday to Friday from 10:30am to 7:00pm. This is a hybrid role with the expectation of being in the office about two days per week. During the initial training and onboarding period, this position will be fully onsite.


Responsibilities:

  • Maintains IT Service Management (ITSM) ticketing application workflows and responds to all incoming incidents and service requests within the required service level agreement
  • Provides timely responses to all issues, updates internal customers on statuses, solicits additional information and troubleshoots issues if appropriate
  • Identifies and escalates situations requiring urgent attention or tickets left unattended in queue
  • Handles all incidents and service requests with exceptional customer service in-person or over the phone
  • Troubleshoots and repairs hardware “hands-on”
  • Learns and keeps up to date with, service desk policies, procedures, and offered services
  • Watches trends that indicate potential problems and eliminates or escalates problems before they occur where possible
  • Maintains regular communication with team members, customers and department management through email and voice message to report progress on project work
  • Ability to lift 50 pounds, some physical duties assigned such as recycling electronics, packing boxes for shipments
  • Flexibility to do projects and duties as assigned

 

Minimum Requirements:

  • Experience: Two to four years of relevant work experience. At least 1 years’ experience working with one or more ticketing systems
  • Education: High School Diploma required
  • Excellent customer service skills with a variety of customers
  • Must have a high degree of commitment and job ownership (This position is part of a small team and as such requires appropriate dedication)
  • Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Ability to prioritize tickets and incoming issues appropriately
  • Must possess the ability to think ‘outside the box’ and troubleshoot naturally with deductive reasoning
  • Must possess the ability to work with or without direct supervision and follow instructions when given
  • Working knowledge of common operating systems and software applications (Specifically, Windows, Microsoft Office, and Mac OS)
  • Ability to learn quickly
  • Knowledge of commonly used concepts, practices, and procedures for end user technical support
  • Ability to learn technical aspects of all business applications
  • Punctuality and commitment to scheduled hours

 

Preferred Experience:

  • AS or BS in Computer Science, Information Systems, or related field
  • CompTIA A+ Certification
  • Understanding of ITIL principles or willingness to learn
  • Proficient to expert in Microsoft Office/365 and SharePoint
  • Past work experience in a high-traffic customer service setting
  • Experience with Active Directory

 

Compensation: The full salary range for this position is $52,600 to $70,300. We typically pay between $52,600 and $64,400, depending on experience and qualifications.  

 

Benefits:

  • Medical, dental insurance and long-term disability insurance
  • Employee assistance program
  • Optional life and AD&D insurance and long-term care insurance
  • 401(k) plan with employer match
  • 10 days of annual vacation accrual, increasing with tenure up to 20 days
  • 10 days of annual sick accrual; unused sick pay accrues to an extended illness bank 9 paid holidays
  • Internet stipend for predominately remote employees
  • Subsidized transit cards
  • Complimentary Seattle Times subscription
  • Wellness program
  • Parental leave options

 

Please Note: This position requires a pre-employment criminal background check.

 

Founded in 1896, The Seattle Times continues its tradition as a family-owned, Pulitzer Prize-winning newspaper that cuts through the clutter and provides readers with timely, relevant news. We serve the Pacific Northwest with thoughtful, independent journalism that makes a real difference in our community. And as a media solutions company, we combine cutting-edge digital capabilities and service with the values and integrity of respected traditional media… with an established audience of 1.9 million. At The Seattle Times, you'll find work that matters.

If you need assistance to accommodate a disability, please contact Human Resources at careers@seattletimes.com and provide a description of the reasonable accommodation(s) needed.

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