What are the responsibilities and job description for the Service Desk Associate position at Delta Dental Ins.?
Job Description
The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests.
Responsibilities
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 16. $45,400 - $65,000
About Us
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
About The Team
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico or other US Territories or outside of the United States at this time.
The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests.
Responsibilities
- Answers incoming telephone, voicemail, e-mail and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows administration, Citrix, and remote connection support
- Recognizes problems, researches, isolates, resolves and follows‐up, as well as logs and tracks calls using an incident management tracking tool
- Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications
- Responsible for after hour, on call support for Enterprise IT escalations
- Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service
- Manages their own queue and resolves the issue within the established SLA.
- Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams
- Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non‐dispatched)
- Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)
- Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
- 2 years of experience w/High School
- Experience in level one (helpdesk support) in Windows based environments
- Detail oriented and problem-solving capabilities
- Thorough knowledge of industry best practice of system/software principles, procedures and methodologies
- Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments
- Strong analytical and quantitative skills to resolve difficult problems
- Partner with the business to identify, document and prioritize business requirements
- Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques
- Work within various SDLC methodologies (waterfall, iterative, agile)
- Ability to quickly extract and communicate key insights from complex data and details
- Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 16. $45,400 - $65,000
About Us
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
About The Team
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico or other US Territories or outside of the United States at this time.
Salary : $45,400 - $65,000