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Service Desk Analyst II

4 months ago

Aurora, United States Ensign-Bickford Industries, (EBI) Full time

Join Ensign-Bickford Industries, Inc. (EBI) and you'll be part of a team that leads science, innovation, and technology on different industry fronts. Working here will provide you with an exciting and motivating career full of development and growth opportunities throughout our businesses. We are a global company that prides itself on having passionate, diverse and dedicated employees who work together to achieve uncommon results.

Job Description

As part of the EBI Global Service Desk, the Service Desk Analyst II will deliver front-line support to EBI's internal customers, delivering world-class telephone and remote support as well as in-person support for the local site. This position will own and provide the customer's total support and implementation experience for personal technology system requests as well as the support and troubleshooting of production systems. Primary responsibility for this position will be remote support and in-person, hands-on support for the local facility. This position is a growth opportunity for an individual in their early to mid-career, interested in technology, as it provides opportunities to explore and deepen enterprise level technology management skills on a wide variety of systems.

Additional responsibilities will include global user lifecycle management in our ERP system.

Responsibilities Include:

  • Live phone support for EBI Internal Customers
  • Triage of reported issues and requests including data capture and recording, prioritization, troubleshooting, and escalation routing.
  • Takes ownership of communication and follow up with customers
  • Frontline diagnosis, troubleshooting, and resolution of reported issues
  • Determine and execute appropriate escalation of reported issues based on service standards
  • Utilize advanced remote support tools to speed support to the Gemba with minimal delay both on individual systems as well as groups of systems.
  • Create and maintain documentation related to work tasks, resolutions, and standard practices; responsible for the knowledge lifecycle for one or more technology areas based on expertise.
  • Adhere to asset management requirements
  • Open and manage tickets with service vendors at times acting as the point of contact for a site or specific vendor
  • Participation in Continuous Improvement activities and lead continuous improvement lifecycle for one or more systems.
  • Identify issue trends and escalates to Problem Management processes where appropriate.
  • Train internal customers in individual or small group settings on computer, phone, mobile, and conference room technology.
  • Participate in project teams and at times planning or executing smaller single resource or vendor executed projects
  • Responsible as the main IT point of contact for one or more facilities.
  • Emerging responsibility as subject matter expert in at least one technology system.
  • Adhere to Change Management policies and procedures.
Knowledge/Skills Required:
  • Understanding of ITIL / IT Service Management framework
  • The competent interpersonal communicator in both verbal and written communications in both individual and group settings with a strong customer service focus; ability to communicate clearly in interactions with business managers.
  • A self-driven learner who takes ownership to develop technical skills and proficiencies.
  • Ability to Diagnose and Troubleshoot technical issues with the ability to formulate a diagnostic path towards resolution
  • Ability to research technical issues to identify workarounds and determine root cause and corrective action
  • Experience with and ability to administer and troubleshoot Windows 10, Active Directory, Network Connectivity, Printers, Software Installation, PC Hardware, and related peripherals and drivers, IP Phones, Mobile Devices, Collaboration Tools (i.e. - Online Meetings, SharePoint, Instant Messaging, Video Conference, etc.)
  • Ability to serve as subject matter expert on one or more technology systems
  • Positive, proactive, ownership attitude.
  • Attention to detail
  • Ability to work independently and with cross-functional teams in a fast-paced environment.
Education and/or Experience:
  • Minimum 3 - 6 years of experience supporting Windows in a Business Environment
  • Additional Skills Training and Certifications preferred but not required

Ensign-Bickford Industries, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.