Service Desk Analyst 1

DEPARTMENT:

JOB SUMMARY:

Support SBM user community by providing technical assistance by phone, in-person, or using remote desktop tools.

JOB RESPONSIBILITIES:

• Provide user support via phone or remote desktop applications
• Create service calls and dispatch technicians as needed
• Create technical documentation of incident resolution
• Troubleshoot incoming calls and resolve common computing problems
• Communicate with all levels of management for problem determination and resolution
• Provide weekend and holiday support as needed on a rotating basis
• Act as initial IT contact in providing high quality technical support to Company employees and Business Partners
• Ability to prioritize multiple assignments, meet deadlines, and work under pressure
• Any other duties as assigned for the operation of the IT Department

REQUIREMENTS / QUALIFICATIONS:

• High school diploma or equivalent required
• Current / continued enrollment in a college or Technical Program in pursuit of degree(s) or certificate(s) is preferred
• One (1) or more years of experience working on Personal Computers
• Valid California Driver License with a clear driving record
• A+ Hardware and Microsoft Certifications preferred
• Some troubleshooting skills in the following areas: Desktop Support, Networking and Application Support
• Ability to prioritize multiple assignments, meet strict deadlines and work under pressure
• Must be able to work independently and possess excellent verbal and written communication skills
• Must possess a positive, customer friendly demeanor capable of communicating to non-technical community
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook)
• Knowledge of general office management duties
• Confidentiality, integrity, accuracy, and problem solving required