Service Desk Analyst II

Job Title

Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center.

• Responding to phone and self-service requests for assistance from users needing technical support. Provide exemplary customer service and professionalism in efforts to resolve incidents.
• Actively participate with other members of the Information Management team in Incident Management.
• Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
• Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
• Maintain awareness of change management schedules for potential service disruptions.
• Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
• Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
• Perform other duties as assigned.

Degree in Computer Science, Business Administration, or related field. Equivalent in technical training. Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I. MCSA for currently supported Windows Desktop preferred. Must have excellent analytical and problem-solving abilities. Be positive, adaptable, and a team player. Excellent verbal, written, and interpersonal skills. Self-motivated, organized, and detail oriented.

Strong documentation skills. Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting. Understanding of ITIL and ITSM. Familiarity with Dev Ops/Agile process for task flow completion a plus.

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 07

$90,389 - $152,718 annually

Salary Pay Range: 08

$79,989 - $132,798 annually

Salary Pay Range: 09

$69,557 - $112,677 annually

Salary Pay Range: 10

$63,233 - $99,908 annually

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

Equal Opportunity Employer