Service Desk Analyst

The Service Desk Analyst provides a single point of contact for customers enterprise wide. Works with both the manager and team members to ensure an excellent customer experience by providing personalized support.

Location: Richmond, VA Headquarters

Rate: Commensurate with experience great benefits!

Responsibilities:

• Responsible for interacting with customers via inbound channels and providing information, solutions and updates.
• Serves as a customer advocate and explains technical issues to non-technical personnel.
• Uses the Incident Management process to resolve incidents reported by customers or discovered by technical staff.
• Restores normal service or provides a work-around solution for the customer as soon as possible.
• Responds to a variety of requests, including new account creation, user access requests, provisioning of hardware and software, etc.
• Coordinates proactive account management activities.
• Retains ownership and monitors service request from inception to closure.
• Assists in the operation of the enterprise service management toolset and ticketing system.
  
  

Requirements:

• Associates degree, preferred
• At least 1-3 years of experience in IT service delivery, preferred
• CompTIA , HDI Support, or ACSP, preferred
• Good problem solving, analytical and communication skills (written & verbal).
• Ability to support Microsoft and Apple products
• Experience in Microsoft Windows, Mac OS X, iOS.
• Ability to understand basic networking, wireless, cloud based platforms, O365, and ERP systems.
  
  

Benefits and Perks:

• Medical insurance with choice of 3 plans, dental, vision, HSA and FSA benefit plans (and more!)
• Short- and long-term disability and basic life insurance coverage (employer paid) - with supplemental coverage available
• 403(b) Retirement Plan Savings - with 5% employer contribution plus up to a 4% matching contribution, fully vested after 3 years
• 21 days of paid time off accrued in the first year, plus 11 paid holidays and the week between Christmas and New Years
• Volunteer Mission Trip Benefits so you can experience mission life first hand by working with our teams overseas
• Access to tuition discounts
• See a summary of our comprehensive benefits package for full time regular and contract employees here.
  
  

Worker Type:

Employee

Regular

Time Type:

Full time