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SalaryMake an impact by joining ServiceSource, a champion for people withdisabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and serve humanity.
Job Summary
The IT Help Desk Analyst I role is to ensure proper computer operation, so end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when appropriate and necessary to maintain (Service Level Agreement) SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as giving in-person, hands-on help at the desktop level.
Primary Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.
- Set up new desktops, laptops, tablets, and smartphones; troubleshoot, repair, and upgrade existing workstations; and resolve software and hardware problems.
- Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.
- Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems.
- Follow department policies and (Standard Operating Procedures) SOPs for procuring, setting up and disposing of all hardware and software and updating the asset management database.
- Assist with assigning tickets and management of the Service Desk.
Additional Responsibilities
- Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. Assist in software and hardware procurement, releases and rollouts and communication to the end users.
- Field incoming requests to the Service Desk via phone, e-mail, and in-person to ensure courteous, timely and effective resolution of end user issues.
- Responsible for troubleshooting PC hardware/software and printer problems. Responsible to follow all department policies and SOPs for procuring, setting up and disposing of all hardware and software
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. Build rapport and elicit problem details from service desk customers. Prioritize and schedule problems. Escalate problem (when required) to the appropriately level Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and (Frequently Asked Questions) FAQ resources on the Internet/Intranet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests.
- Develop help sheets and FAQ lists for end users. Reinforce SLAs to manage end-user expectations.
- Perform other responsibilities as assigned.
Qualifications: Education, Experience and Certification(s)
- Bachelor’s degree or minimum two to three years’ IT experience required.
- IT certifications preferred
- Must be able to work on-site 40-hours per week.
Knowledge, Skills, and Abilities
- Knowledge of basic computer hardware, including installation and troubleshooting.
- Experience with desktop and server operating systems, including server 2008 and 2012 Extensive application support experience with Microsoft Office 2010, 2013 and 2016.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed. Keen attention to detail.
- Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit for extended periods of time, walk in an office setting, talk, and hear. The employee must occasionally lift, move or transport moderately heavy objects, such as computers, office products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Dexterity of arms, hands and fingers is needed to operate a computer keyboard, mouse, tools, and other computer components.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.
ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.
PAY TRANSPARENCY POLICY STATEMENT:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information
