IT Service Desk Analyst

Job Description

Key Responsibilities

• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology, VoIP phones and other end-user systems
• Analyzes and resolves incidents and requests regarding use of application software or hardware
• Logs and tracks incidents and requests from identification through resolution via ITSM tool
• Escalate unresolved calls to appropriate internal staff or third-party vendors
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Review documentation and training for end users and IT coworkers
• Engage in vendor resolution process by initiating vendor contact and managing communications between vendor and end-user
• Create and monitor Alerts for major incidents
• Provide support to Service Desk Analyst team

Requirements

• 2+ years experience in an IT role OR 2 or 4 year degree with some experience preferred
• Ability to work 6am-4pm CST/7am-pm EST, Wednesday - Saturday
• Working Active Directory knowledge, Verifying User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning
• Working knowledge of Office 365 Admin
• Proficiency with appropriately handling spam, malware, and third party email security applications
• Excellent judgement, able to operate with little oversight
• Resourceful in your technical ability as well as responsive and conscientious to employee needs
• Excellent communication skills, both written and verbal
• Must pass all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver’s license
• Must possess reliable internet access
• Must be a minimum of 21 years of age
• Must be approved by state badging agency to work in cannabis industry

Benefits & Perks

• Competitive pay
• Discretionary annual incentive program driven by organization and individual performance

Job Details