Service Desk Analyst Ii

Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at concentricusa.com.
Job Summary

The IT Service Desk Analyst II role is integral to ensuring efficient technical assistance and support to end-users within the organization. The primary responsibility is providing timely support, troubleshooting issues, and offering solutions to internal staff experiencing technical problems related to hardware, software, network, and other IT-related concerns. The role demands excellent communication skills, technical proficiency, and a customer-focused approach to problem-solving.

Key Job Responsibilities:

• Provide first and second-level support to end-user issues via phone, email, or in person.
• Respond promptly to IT support requests and efficiently resolve technical problems with a focus on minimizing downtime.
• Diagnose and troubleshoot technical issues, including hardware and software problems, and escalate unresolved issues to the appropriate IT teams.
• You can walk users through step-by-step solutions, helping them remotely or on-site when necessary.
• Install, configure, and maintain hardware and software components according to company policies.
• Perform system upgrades, backups, and patch management as directed.
• Maintain accurate records of IT support requests and resolutions using help desk tracking software.
• Create user accounts, reset passwords, and manage access permissions.
• Provide technical guidance and assistance to users on IT-related matters.
• Contribute to IT documentation, knowledge base articles, and user guides to facilitate self-help solutions.
• Serves as a liaison between the end users and engineering staff to escalate and report information during critical events and/or outages.
• Will participate in basic project management activities, supporting the planning, coordination, and execution of small-scale projects within Concentric.
• Other duties as assigned by supervisor.

Key Performance Measurements:

• Performance against established IT support SLAs
• First contact resolution
• Ticket closure
• Customer satisfaction scores
• Knowledge base utilization
• Other key performance indicators as assigned

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading Benefits to include:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Full benefits package that starts day one – Includes medical, dental, vision, company-paid life insurance and disability coverage.
• 401K with match
• 8 paid holidays
• Full-time Employees receive 128 Hours of PTO Annually
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.
• The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

• Associate degree in information technology, Computer Science, or related field is preferred. Relevant work experience may substitute for formal education.
• 3-5 years of experience in a technical support or IT-related position is desired.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified IT Professional) are advantageous.
• Certification in ITIL or relevant Project Management certification a plus.
• Proven experience as an IT Help Desk Support or similar role.
• Proficiency in diagnosing and troubleshooting software and hardware issues.
• Strong knowledge of Microsoft operating systems and Office suite.
• Familiarity with help desk software (e.g., Ivanti, ServiceNow) and remote desktop tools.
• Excellent communication skills with the ability to explain technical concepts in user-friendly language.
• Customer-oriented attitude with a focus on delivering high-quality support services.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Intermediate knowledge of network protocols and configurations.
• Strong customer service skills focusing on delivering quality support and positive user experience.
• Flexibility to adapt to changing technologies and willingness to upgrade skills continuously.
• Self-starter with solid time/project management skills and proven ability to drive delivery, mitigate risk, and resolve issues.
• Strong communication, problem-solving, and analytical skills
• Ability to travel “up to 25%.”
• This job description is subject to change at any time.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. Able to work at a computer and stare at a screen for up to 8 hours a day. The employee occasionally is required to walk and reach with hands and arms. The employee occasionally is required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in an open-office setting, with co-workers working side-by-side and a moderate level of activity being performed by co-workers across the office. The noise level in the work environment is moderate. The employee may be allowed to work from home from time to time, and should provide a safe and secure workspace.

The Concentric Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), gender identity or expression, parental status, national origin, age, disability, genetic information (including family medical history), veteran or military service, or any other legally protected status.