The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Support Center which is the enterprise single point of contact for handling IT incidents and service requests.
RESPONSIBILITIES
- Answers incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with computer related technologies such as Windows administration, Citrix, and remote connection support
- Recognizes problems, researches, isolates, resolves and performs follow-up, as well as logs and tracks calls using an incident management tracking tool
- Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications
- Responsible for after hour, on call support for Enterprise IT escalations
- Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service
- Manages their own queue and resolves the issue within the established SLA.
- Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams
- Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non-dispatched)
- Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)
- Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
QUALIFICATIONS
- 0+ years of experience w/High School
- Experience in level one (helpdesk support) in Windows based environments
- Detail oriented and problem-solving capabilities
- Thorough knowledge of industry best practice of system/software principles, procedures and methodologies
- Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments
- Strong analytical and quantitative skills to resolve difficult problems
- Partner with the business to identify, document and prioritize business requirements
- Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques
- Work within various SDLC methodologies (waterfall, iterative, agile)
- Ability to quickly extract and communicate key insights from complex data and details
- Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $46,359 – $93,100
ADDITIONAL INFORMATION
Rewards to make you smile! We don’t just want to make our customers happy — we want to give our employees a reason to smile, too. Delta Dental’s comprehensive benefits package includes:
- Generous paid time off plus 12 holidays and your birthday off!
- Low-cost premium medical insurance options
- 100% paid dental and vision insurance
- Generous 401(k) matching and flat contribution
- Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
- Employee LiveWell program, focusing on overall employee well-being
- Fertility and diabetes benefits
- Employee discount program: AT&T/Verizon, entertainment, travel, and more!
- Culture of learning: career development and tuition reimbursement
- Career growth: we love promoting from within