Service Desk Analyst

Service Desk Analyst

JOB SUMMARY:

The Service Desk Analyst plays a vital role on our IT Service Desk, providing frontline technical support to employees across our corporate offices nationwide. This role requires a strong combination of troubleshooting skills and customer service to efficiently resolve end-user issues and restore services with minimal disruption. This position works in a dynamic environment where problem-solving and continuous learning are essential. This support is crucial to the delivery of the company’s mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

• Associate's degree in Computer Science, Information Systems, or a related field, preferred.

JOB RELATED EXPERIENCE:

• A minimum of 2+ years of experience in a technical support or help desk role (can include academic or internship experience).

JOB-RELATED SKILLS/COMPETENCIES:

• Sound knowledge of Windows/macOS and common productivity applications (Microsoft Office Suite, Office 365, Adobe, etc.).
• Familiarity with Active Directory
• Excellent verbal and written communication, patience, empathy, and the ability to explain complex tech concepts to non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, dynamic environment.
• Experience with networking fundamentals (TCP/IP, DNS, DHCP), troubleshooting printer issues, and configuring mobile device management (MDM) solutions.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment.

MAJOR DUTIES AND RESPONSIBILITIES:

• Incident Management: Log, prioritize, diagnose, and resolve incoming tickets using ticketing systems, ensuring timely resolution or escalation.

• Technical Troubleshooting: Diagnosing and resolving technical issues related to hardware (PCs, printers, mobile devices), software applications, and network connectivity.
• System Maintenance: Install, configure, and update software and hardware, and manage user accounts (passwords, permissions).
• Documentation: Meticulously record all incidents and resolutions to build an internal knowledge base for future reference, create user and team guides/documentation.
• Escalation: Refer complex or unresolved issues to specialized IT teams or vendors.
• Customer Service Focus: Provide excellent customer service through proactive communication, empathy, and a commitment to resolving problems with a positive attitude.
• Continuous Learning: Stay updated on supported technologies and software, proactively seeking opportunities to expand technical knowledge.

OTHER DUTIES:

This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.