Service Desk Analyst

2 weeks ago

Fond Du Lac WI United States Sadoff Iron & Metal Full time
We are a family owned company that has been in business for over 76 years Come and work for a company where culture and people matter. We offer great wages and benefits.

JOB SUMMARY:

As an IT Service Desk Analyst, you will play a vital role in providing exceptional technical support and assistance to our organization's employees and customers. You will be responsible for promptly resolving IT-related issues, answering inquiries, and delivering a high level of customer service. This position requires strong technical knowledge, excellent communication skills, and the ability to work efficiently in a dynamic and fast-paced environment.

ESSENTIAL FUNCTIONS

Helpdesk Support: Respond to IT service requests and incidents via various channels (phone, email, ticketing system, or in-person) and provide timely resolutions to technical problems while maintaining excellent customer service.
Troubleshooting: Identify and diagnose hardware, software, and network-related issues reported by end-users. Analyze problems thoroughly and follow established procedures to resolve them promptly.
Incident Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation of the troubleshooting process and the solution provided.
Escalation Management: Escalate unresolved issues to the appropriate IT support teams or higher-level analysts while ensuring that the end-users are kept informed about the status and progress of their requests.
User Account Management: Assist with user account setup, password resets, access permissions, and other account-related tasks, adhering to security policies and protocols.
Software/Hardware Deployment: Install, configure, and troubleshoot software applications and hardware devices for end-users. This includes PCs, laptops, printers, mobile devices, and other peripherals.
IT Knowledge Base: Contribute to the maintenance of the IT knowledge base by documenting known issues and solutions for quick reference and self-service by end-users.
User Training: Provide basic training and guidance to end-users on how to use standard software and IT systems effectively.
Technical Documentation: Create and update technical documentation, including manuals, guides, and FAQs, to facilitate efficient issue resolution and knowledge sharing.
Proactive Monitoring: Monitor IT systems and networks for potential issues and initiate appropriate actions to prevent or mitigate problems before they escalate.
Continuous Improvement: Suggest improvements to IT service desk processes, tools, and procedures to enhance service delivery and customer satisfaction.
Adherence to IT Policies: Ensure compliance with IT policies, security guidelines, and data protection regulations during all support activities.

REQUIRED SKILLS/ABILITIES

Proven experience in a customer-facing technical support role, preferably in a helpdesk or service desk environment.
Strong knowledge of operating systems (e.g., Windows, macOS) and common software applications.
Familiarity with basic networking concepts, troubleshooting, and protocols (TCP/IP, DNS, DHCP).
Ability to diagnose and resolve hardware and software issues with PCs, laptops, and mobile devices.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.
Strong problem-solving and analytical skills, with a keen attention to detail.
Customer-oriented approach with a focus on delivering high-quality service.
Ability to work under pressure and prioritize tasks in a time-sensitive environment.
IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus but not mandatory.

QUALIFICATIONS, EDUCATION AND EXPERIENCE/TRAINING

One to two years of related experience.
Required
High school diploma or equivalent.
Required
Associate’s degree or vocational training in Information Technology, or related field
Preferred
Valid state motor vehicle operator’s license.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift 15 pounds at times.
Must be able to regularly travel.
Ability to maintain single task focus and situational awareness.

Licenses & Certifications
Required
Driver's License

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