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.

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