Service Desk Analyst

Job Description
Company Introduction
WorldStridesis the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C., and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world - and themselves - in new ways.
WorldStrides is seeking a results driven and service oriented Service Desk Analyst with a minimum 2 years of experience to serve in a demanding customer facing role that includes Service Desk phone support as well as providing onsite deskside support as needed. Strong interpersonal and communication skills are a must and qualified candidates will also display impeccable customer service skills and customer focus as this individual will represent WorldStrides Global IT at one of our remote offices. Candidate must be willing to serve on a shared weekly On-Call team rotation and may have to travel to other regional office locations as needed.
Responsibilities:

• Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary.
• Provide remote phone-based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred.
• Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access.
• Support all IP Phone based systems including troubleshoot hard soft phone connection issues on the Avaya, Teams, and RingCentral platforms.
• Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software.
• Troubleshoot remote hardware problems including remote home configurations and peripheral set up.
• Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution.

• Work directly with developers, project leads, and various business partners to understand and resolve issues
• Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule.

The ideal candidate will possess the following qualifications and experience with the technology areas outlined below:

• 2+ years of experience in a Technical Support or similar role.
• CompTIA A+, Microsoft, or ITIL certifications.
• Ability to resolve all problem issues that affect the users' productivity and provide training when applicable.
• Basic Linux CLI, sysadmin, and network diagnostic skills.
• An ability to assess each employee's IT knowledge levels.
• Good communication skills with a natural aptitude for interfacing with people.
• Ability to deal with difficult callers or stressful situations.
• Good analytical and problem-solving skills.
• Logical thinker.
• Up-to-date technical knowledge.
• Display discipline towards accurate record keeping.
• Self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.

The successful candidate will demonstrate the following personal attributes:

• Excellent oral and written communications skills in English.
• Highly motivated with the ability to flex in a highly dynamic environment.
• Positive attitude, successfully working as a team player with business and technology stakeholders.

Standard Department Member Responsibilities:

• Support company policies and management decisions with a sense of urgency and professionalism.
• Responsible for meeting specified service level standards.
• Seek out and participate in internal and external programs that facilitate personal and professional growth.
• Foster communication within the department, with other departments and with management.

Work Perks

• Fun driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance, FSA healthcare, FSA dependent care, HAS with employer contribution, and generous 401k match.
• 10 paid floating corporate holidays, 1 paid volunteer day 25 PTO days to start - accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
• Opportunities for paid and discounted travel.
• Flexible work schedule providing on-site, remote, and virtual office opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, Inclusion council.
• Fitness Center and café onsite at select locations.
• Employee Assistance Program (EAP)
• Paid Parental, Caregiver, and Disability leave.
• Team Member Discount Program

WorldStrides, a global organization, is committed toeducate and serve communities worldwide. Our commitment is fueled by the passion of our team members and partners to make experiential learning accessible, while also being socially, environmentally, and ethically responsible. Together, we accomplish this by investing in initiatives to promote inclusion, diversity, and sustainability.
As an Equal Opportunity Employer, WorldStrides`is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging.All qualified applicants will receive consideration for employment without regard torace, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Requirements
WorldStrides is seeking a results driven and service oriented Service Desk Analyst with a minimum 2 years of experience to serve in a demanding customer facing role that includes Service Desk phone support as well as providing onsite deskside support as needed. Strong interpersonal and communication skills are a must and qualified candidates will also display impeccable customer service skills and customer focus as this individual will represent WorldStrides Global IT at one of our remote offices. Candidate must be willing to serve on a shared weekly On-Call team rotation and may have to travel to other regional office locations as needed.
Primary Responsibilities:

• Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary.
• Provide remote phone-based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred.
• Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access.
• Support all IP Phone based systems including troubleshoot hard soft phone connection issues on the Avaya, Teams, and RingCentral platforms.
• Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software.
• Troubleshoot remote hardware problems including remote home configurations and peripheral set up.
• Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution.

• Work directly with developers, project leads, and various business partners to understand and resolve issues
• Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule.

The ideal candidate will possess the following qualifications and experience with the technology areas outlined below:

• 2+ years of experience in a Technical Support or similar role.
• CompTIA A+, Microsoft, or ITIL certifications.
• Ability to resolve all problem issues that affect the users' productivity and provide training when applicable.
• Basic Linux CLI, sysadmin, and network diagnostic skills.
• An ability to assess each employee's IT knowledge levels.
• Good communication skills with a natural aptitude for interfacing with people.
• Ability to deal with difficult callers or stressful situations.
• Good analytical and problem-solving skills.
• Logical thinker.
• Up-to-date technical knowledge.
• Display discipline towards accurate record keeping.
• Self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.

The successful candidate will demonstrate the following personal attributes:

• Excellent oral and written communications skills in English.
• Highly motivated with the ability to flex in a highly dynamic environment.
• Positive attitude, successfully working as a team player with business and technology stakeholders.

Standard Department Member Responsibilities:

• Support company policies and management decisions with a sense of urgency and professionalism.
• Responsible for meeting specified service level standards.
• Seek out and participate in internal and external programs that facilitate personal and professional growth.
• Foster communication within the department, with other departments and with management.