Service Desk Analyst

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

This role supports the hardware and software used for production, management and delivery of content and services to our clients.

What will this person do?

• Provides Tier I/II support to end users with exceptional customer service skills.
• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users.  Provides regular and timely updates to customers.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.   
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned. 

Bring your passion and together we will shine.   It would also be great if you have the following:

• Typically requires a High School degree or equivalent experience. 
• Typically requires 1 to 3 yrs of experience servicing/troubleshooting desktops, laptops, printers, mobile devices and other peripherals. Experience with Service Now a plus
• Microsoft certifications and ITIL V3 certification desired
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair and mange computing assets
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange and SharePoint
• Willing to be on-call for occasional night and/or weekend support. 

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are! 

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

The expected pay for this role will range from $48,472 to $64,630 per year.  This role will be eligible to participate in an annual bonus or incentive program.  

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.