Service Desk Analyst II

2 weeks ago

Denver, United States Flexential Full time
Job Description: The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role’s primary responsibility is to receive, prioritize, document and resolve/escalate end user’s requests and issues.

Key Responsibilities and Essential Job Functions

  • During end user interactions, document all pertinent user information, request/issue details and steps undertaken during the interaction in the ticketing.
  • Using company established rules, prioritize end user’s requests and issues.
  • Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group within agreed service levels.
  • Applying ITIL best practices and technical acumen to every client interaction.
  • Provide Tier 1 technical support on computer, mobile, hardware, software, conferencing, and other IT related technologies (also Tier 2 & 3 when a solution is present in Knowledge Base).
  • Communicate effectively with end users in all stages of the request fulfillment and incident management processes; including initial interaction, triage, escalation, and status updates as requested.
  • Manage individual task queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
  • Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
  • Participate in team projects that enhance the effectiveness of the Service Desk.
  • Act as an escalation for Service Desk Analyst I staff.
  • Escalate problems tickets and alert Management to emerging trends in incidents.
  • Serve as on-call for afterhours support and Major Incidents on a rotational basis.
  • Other duties as needed.

Required Qualifications   

  • 3-5 years working experience in Service Desk Operations or relevant experience 
  • Proficient knowledge or experience in Help Desk/Service Desk Operations
  • High level expertise in end user interaction/service 
  • Have excellent communication skills, both orally and written 
  • Proven ability to be both analytical and effective at prioritizing tasks in a high-pressure environment 
  • Exceptional track record of working in a team-oriented, collaborative environment with a high-level focus on client service  
  • Working knowledge of computer hardware, software, and operating systems (including Windows 10), Active Directory, Office365, Exchange Online, end point management, VPN, video conferencing, and mobility (Android and iOS)
  • Proven analytical and problem-solving skills 
  • Traveling around locally to our data centers as needed by our clients  

Preferred Qualifications

  • Preferred - BS in Computer Science, ITIL/MOF knowledge, MIS or similar field
  • Microsoft MCP or MCSA preferred
  • ITIL v3 certification or higher preferred

Physical Requirements    

  • Ability to sit for extended periods of time
  • Walk or stand for 10% of the time
  • Moderate or advanced keyboard usage
  • Lift 25 lbs.
  • Travel 5% of the time

Benefits of working at Flexential: 

  • Medical, Telehealth, Dental and Vision 
  • 401(k) 
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) 
  • Life and AD&D 
  • Short Term and Long-Term disability 
  • Flex Time Off (PTO) 
  • Leave of Absence 
  • Employee Assistance Program 
  • Wellness Program 
  • Rewards and Recognition Program 

Benefits are subject to change at the Company’s discretion. 

Base Pay Range: Hourly range offered for this position is estimated to be $27.50 - $32.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications. 

Variable Pay: Discretionary annual bonus, based on personal and company performance.

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