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Form of workThe Service Desk Analyst is responsible for providing remote (and on-site as needed) technical support across our nation-wide company sites. This position owns responsibility for identifying technical root cause and resolving issues using best practice methodologies to drive a positive trend in service levels for our customers, while simultaneously assisting users in solving their day-to-day computer issues. Will provide call-center technical support for computer hardware and software, ticket system, system upgrades, patches, and maintain records of software and site details, hardware assets as required for efficient operations and compliance. Work side-by-side with virtual team supported by a variety of technical knowledge and expertise. Additionally this position will be responsible for configuring and shipping computer equipment (both laptops and desktops along with accessories) to all companies and branch sites within Kodiak Building Partners.
Kodiak Building Partners serves general contractors, homebuilders, sub-contractors, remodelers, and consumers through its facilities across the United State with a diverse array of products from four distinct segments: Interior Specialty Products, Construction Supplies, Lumber and Building Materials and Commercial Drywall products. Our technology platform fully embraces cloud solutions from infrastructure and business applications: Software Defined WAN, LAN, wireless, Virtualization, hosting services, site on-premise servers, directory services, Windows based devices, direct and network printers, multifunction printers, hosted PBX, Internet circuits, and business systems.
Job Duties:
Required tasks to fulfill primary responsibility:
Primary job responsibility: General Technical Support
Required tasks to fulfill primary responsibility:
Provide remote (and periodic on-site) computer/device support across all companies and branch sites. With focus on, but not limited too – Windows OS, Dell/HP desktops & Laptops, tablets, scanners, HP/Dell/Xerox/Canon multi-function printers, wireless connectivity, hosted VoIP (Mitel, Polycom, Cisco), Office software, ticketing system, and business applications.
Primary job responsibility: Customer Service
Required tasks to fulfill primary responsibility:
Provide positive and friendly customer service. Will be the first point of contact, monitoring and answer Service Desk phone/tickets during business hours and respond accordingly. Will work within a technical services team.
Primary job responsibility: Software & Hardware Support
Required tasks to fulfill primary responsibility:
Troubleshoot, install, update software, conduct upgrades, software patches, and hardware replacement. Regular checks across end-point management systems – workstations and some servers. May provide a variety of hardware repair functions – procurement, site repairs, and remote. Diagnose repair and/or replace memory, hard drives, etc. Pull cable, locate, and relocate PCs, printers and other hardware – at times coordinating such work with subscribed service providers and vendors
Primary job responsibility: additional duties as assigned
Required tasks to fulfill primary responsibility:
- As our company develops, other duties will be recognized necessary and assigned to service our headquarters and subsidiary customers.
Education/Training:
Bachelor’s Degree in Information Technology Field preferred. Prefer one or more technical certifications preferred: ITIL, A+, Microsoft Certs or Azure
Work Experience:
One (1) to Five (5) related years’ experience within a managed service company or company IT department, providing technical support, systems administration, and cloud service administration preferred.
Functional/Technical Knowledge & Skills:
Customer service focused technical professional proficient in Microsoft operating systems and associated hardware. Base understanding of network wired and wireless troubleshooting, computer device (provisioning, management, administration), peripheral hardware support, support cloud and hosted services Office365, OneDrive, SharePoint, and Dropbox.
Salary $40,000-$60,000 DOE
