Service Desk Analyst

SUMMARY: Under the supervision of IT leadership, the Service Desk Analyst is responsible for providing desktop and business systems support services. Applies advanced knowledge and skills of computer hardware and software to conduct thorough analysis and troubleshooting processes to resolve complex incidents and problems reported by computer users. Performs advanced diagnostic testing, analysis and optimization of all desktop devices and components. Evaluates, installs, configures, tests, and maintains desktop hardware and software. Helps plan and lead Service Desk related projects. This position is located in Milwaukee, WI.

DUTIES AND RESPONSIBILITIES:

• Collaborates with IT team members, business partners, and all levels of staff to document, troubleshoot, support, and provide solutions to reported incidents, service requests, and project related activities
• Receives and documents work-orders, telephone calls, or emails from users having issues using computer hardware and software
• Ensures appropriate priority is assigned to reported incidents and service requests, and begins the troubleshooting process or reassigns to appropriate support resources
• Analyzes, troubleshoots, recommends, resolves, and documents solutions for complex incidents, problems, and service requests reported to the Service Desk
• Provides timely responses and updates to ensure customer satisfaction for reported incidents, service requests, questions & concerns– includes follow-up calls to ensure resolution, customer satisfaction, and outstanding customer service 
• Continually strives to strengthen customer relationships and improve customer service
• Identifies and escalates issues that are unable to be resolved including placing support calls to hardware or software vendors
• Evaluates, installs, configures, tests, and maintains desktop hardware and software including operating systems to the most current approved levels– ensures all configurations and modifications are documented
• Performs advanced diagnostic testing, analysis and optimization of all desktop devices and components
• Helps establish, plan, configure/test, and lead Service Desk related projects and helps ensure team members follow established protocols and procedures
• Utilizes advanced knowledge of desktop computer devices, operation systems, configurations, service desk support systems and tools, and other related support procedures
• Helps maintain an inventory of all desktop computing components
• Follows established Service Desk support policies and procedures 
• Helps provide 24 x 7 coverage for all IT services including on call support activities 
• Works with 3^rd party vendors to resolve problems and coordinate implementing solutions
• Developments and updates training materials as related to the needs of the business
• Helps prepare, document, test, and maintain system disaster recovery procedures
• Documents and updates Business Continuity Plan (BCP) components as required
• Attends and actively contributes to departmental and project team meetings
• Provides status reporting in both verbal and written format as required
• Follows established changed control procedures– obtains user and management approval prior to implementing changes into the live environment 
• Provides timely problem resolution progress updates to end-users and management until full resolution has occurred, escalates issues on a timely basis, follows IT incident & problem escalation procedure
• Continuously monitors work order system for reported incidents and service requests, and closes work-orders on a timely basis
• Documents support calls so problem determination and solutions can be identified, identifies recurring incidents as problems and notifies management accordingly
• Ensures all work-orders, support emails, or phone calls have been reviewed before leaving for the day– all incidents and time sensitive requests should be acknowledged with user and appropriate priority and resolution expectations established
• Performs all other duties as assigned by management

QUALIFICATIONS:

• Graduation from an accredited two or four-year college or university with major course work in computer technology field preferred, or equivalent combination of education & experience
• Appropriate certifications and/or advanced desktop support knowledge
• Five or more years of experience supporting and troubleshooting computer hardware and software systems
• Demonstrated knowledge and experience with desktop computer devices, operation systems, configurations, diagnostic testing, service desk support systems and tools, advanced troubleshooting processes and procedures
• Experience in a service desk function within a highly dynamic multi-state, multi-location environment is desired
• Experience in a healthcare or behavioral health setting is highly desired

Broadstep, Inc. is an Equal Employment Opportunity Employer, prohibits discrimination based on the following protected categories: race, creed, color, national origin, nationality, ancestry, age, sex/gender, marital status, civil status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, or disability.