Service Desk Analyst I

Description
Founded in 1936, Roseburg Forest Products is a privately owned company and one of North America's leading producers of particleboard, medium density fiberboard and thermally fused laminates. Roseburg also manufactures softwood and hardwood plywood, lumber, LVL and I-joists. The company owns and sustainably manages more than 600,000 acres of timberland in Oregon, North Carolina and Virginia, as well as an export wood chip terminal facility in Coos Bay, Ore. Roseburg products are shipped throughout North America and the Pacific Rim. To learn more about the company please visit www.Roseburg.com.
Purpose
Provides internal technical support to employees using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, and more. May set up computer workstations, configure and install software. Provides outstanding technical support to Roseburg employees across the company. Works under close supervision.
Key Responsibilities

• Provides entry level hardware and software support for computers, tablets, phone, printers and other technical devices
• Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately
• Clearly communicates technical solutions in a user-friendly and professional manner
• Install and support Roseburg's business applications
• Logs and fully documents all issues and follow-up information within ServiceNow, ticket tracking software
• Supports projects and assignments as directed
• Follow SLAs to ensure initial response and timely resolution for tickets
• Provide Service Desk coverage on a set Monday through Friday schedule
• Occasionally assist with projects outside of standard business hours
• Perform other duties as assigned
• Models company core values

Requirements

• Secondary education coursework in Computer Science or Information Technology related programs and/or zero (0) to two (2) years of relevant experience
• Communicate clearly and concisely, both orally and written
• Knowledge of Microsoft Windows 7, Windows 10, and domain environments
• Proficient with Microsoft Office software
• Excellent customer service skills and the ability to support users with all levels of technical knowledge

Preferred Qualifications

• Knowledge of ITIL best practices
• Experience using ticket tracking software
• Knowledge of Cisco video conference technologies

AN EQUAL OPPORTUNITY EMPLOYER INCLUDING DISABILITY AND VETERANS