Service Desk Support, Intermediate

Your Role

The IT Service Desk delivers customer-focused support by using IT service management tools and self-service and automated solutions. Reporting to the IT Supervisor, the Service Desk Support Analyst provides remote technical support for computer, network, software, and peripheral issues in an advanced network environment.

The analyst supports users by telephone and chat, performs diagnostics and troubleshooting, provides software guidance, maintains ticket updates and operational metrics, and contributes to support procedures and knowledge content. The role works with general direction, exercises independent judgment on moderately complex assignments, and delivers timely, accurate, and accountable results by following approved designs, standards, and knowledge base procedures.

Your Knowledge and Experience

• Associate degree or an equivalent combination of education and experience preferred.
• 3 years of work experience is required. 2 years of service desk experience in a high-volume, IVR-based contact center preferred.
• Working knowledge of Active Directory, the Microsoft Exchange Admin Center, Microsoft Azure, and ServiceNow preferred.
• Basic knowledge of and troubleshooting experience with Microsoft 365 applications required.
• Experience supporting macOS devices strongly preferred.

Hybrid

This role requires employees to be in - office based on our hybrid workplace model, balancing purposeful in - person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

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