What are the responsibilities and job description for the Video - Service Desk Analyst position at Flynn Group?
At Flynn Group, we believe in the power of collaboration and value in-person interactions. This is why our employees work from the office four days per week, leaving Fridays to work from home. This setup cultivates casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where innovation thrives, with office-based teams coming together four days a week to collaborate and thrive, together
Our Vision for this Role
The Video/Service Desk Analyst supports internal customers by remotely retrieving video footage primarily for Flynn's Risk, Legal and Worker's Compensation teams. Additionally, they assist in troubleshooting issues with video equipment and in configuring replacement equipment, as needed. Primary duty within this role is to resolve issues for end users as quickly and efficiently as possible.
What We Will Accomplish Together
- Respond to incidents (issues impacting IT services) and problems (one or more related incidents impacting IT services), all while providing excellent customer service.
- Provide accurate and timely logging of incidents and problems.
- Escalate tickets after thorough troubleshooting, information gathering, and effective use of the knowledge base.
- Work with Level I and II Service Desk to stay up to date on all hardware and software components and specifications across brands.
- Create and update knowledge articles.
- Fulfill hardware requests via device configuration and coordination with our Tech Depot.
- Responsible for all internal and third party requests for security camera footage and troubleshooting of camera systems
- Retrieves video footage for any types of incidents at restaurants for the Legal, Risk and Workers Comp departments/teams, as per defined procedure.
- Configures DVRs and assists with all DVR and security camera system issues. Coordinates with regional technicians to install
What You Have
- Bachelor's degree is a plus, as well as 1-3 years' experience in IT or related field.
- Good customer service, verbal and written communication skills required.
- ITIL and/or HDI experience and certifications a plus.
- Ability to type 40 words per minute.
- Ability to lift, carry, and place various equipment up to 50 pounds.
- Finally, you should bring an excellent sense of humor to the table – we like to have FUN
Why Work For Flynn?
Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:
- Medical/Dental/Vision
- Retirement and Savings Plan
- Short- and Long-Term Disability
- Basic Life Insurance
- Voluntary Life Insurance
- Tuition Reimbursement
- Paid Time Off
- Flexible/Hybrid Work Schedules (In Office Monday - Thursday, Work from Home Friday)
- Company Outings
- Dining Discounts
- On-Site Fitness Center
- On-Site Daycare
- On-Site Café
- FUN Work Environment
The Flynn Group is an Equal Opportunity Employer