Service Desk Analyst Ii

Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.
At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Service Desk Analyst II role will play a crucial role as the frontline support for our organization, providing unparalleled customer support and technical assistance. This role requires independent and successful decision-making abilities, allowing customer needs to promptly and efficiently be met. The Service Desk Analyst II will take initiative and drive a positive customer experience and will contribute to the overall success of our Service Desk operations.

What You Get To Do Everyday:

• Act as the first point of contact for end-users, providing timely and effective support for a wide range of technical issues and inquiries.
• Diagnose and troubleshoot issues to ensure accurate identification of root cause, escalating when necessary to higher-level support.
• Conduct thorough needs assessments to understand customer concerns by asking meaningful questions to help understand customer impact.
• Identify recurring issues and implement preventative measures, showcasing a proactive and solutions-oriented mindset.
• Develop knowledgebase (KB) articles or automation where applicable to reduce repeatable issues.
• Manage Service Desk tickets, documenting all relevant information and steps taken to address and resolve technical issues.
• Communicate technical solutions and guidance to end-users in a clear user-friendly manner, fostering positive interactions that result in effective ticket resolution.
• Identify opportunities for end-user education.
• Provide Crestron audio/video (A/V) support.
• Assist with client device builds and deployments.
• Monitor, mitigate, identify, troubleshoot, document, and correct issues related to cybersecurity, networking, systems, and other technology services within the Information Technology Infrastructure Library (ITIL) framework.
• Provide technology training to staff upon onboarding, as needed, or upon request.
• Maintain and monitor accurate Technology Services asset records and hardware inventory.
• Manage software licenses.
• Perform other position-related duties as assigned.

You Need to Have:

• Associates degree or equivalent experience in Information Technology or related field
• Two years or more experience in Service Desk or related Information Technology field
• Experience working with a broad range of technologies including: Windows server and desktop operating systems, System Center Configuration Manager (SCCM), Intune, cybersecurity products, email hygiene, anti-malware products, Active Directory, VMware or other virtualization technologies, Azure, LAN/WAN networking technologies, and Microsoft Office 365
• Experience working within the ITIL framework
• Experience working with Information Technology Service Management (ITSM) platforms
• Experience with Windows systems installation, maintenance, and troubleshooting
• Experience troubleshooting hardware, networking, and software related issues
• Knowledge of Cloud, Windows Server and Desktop, Palo Alto, Cisco, and Meraki networking
• Knowledge of cybersecurity concepts and technology architectures
• Knowledge of local area network and VoIP systems administration
• Knowledge of current systems software, protocols, and standards
• High attention to detail
• Ability to identify, prioritize and escalate situations requiring urgent attention
• Ability to effectively obtain, share, analyze and convey information
• Ability to interact and collaborate with varying business and technology groups, peers, managers, and clients
• Outstanding oral, written, and non-technical communication skills
• Good interpersonal communication and organizational skills to work in a customer facing atmosphere with clients and manage critical issues
• Strong business acumen and strategic thinking ability

We'd Love to See:

• Knowledge of Cisco Call Manager, Cisco Contact Center, or other VoIP systems
• Microsoft Office 365 Fundamentals certification

What We Offer:

• Competitive salary
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexualorientation, gender, gender identity, or expression (including against any individual that is transitioning, hastransitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical ormental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, orany other basis prohibited by applicable federal, state, or local law. The Company will consider foremployment qualified applicants with criminal histories in a manner consistent with local and federalrequirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement,promotion, transfer, training, compensation, benefits, employee activities, and general treatment duringemployment.