Service Desk Analyst

Job Description

Company History:
We are a customer service company that sells office solutions. In 1995 we began as a Xerox agency called Midwest Document Systems Inc. As we expanded beyond Xerox, we renamed ourselves Solutions Management Group. We deliver complete office solutions backed by top technology vendors such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, Docu Ware, Print Audit, and Papercut. Headquartered in Davenport, Iowa, we manage print devices in 35 states and offer lifecycle management for technology and workflow automation.

Our solutions serve clients across healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help clients discover the best practices to approach their problems.

The Service Desk Analyst will provide phone, remote, and email-based first‑level technical support to staff and faculty at Iowa Central Community College, diagnosing and resolving a wide range of technical issues.

• Provides excellent customer service to all staff and students.
• Answers incoming phone calls promptly and pleasantly.
• Utilizes effective troubleshooting tools and communication to resolve first‑call issues.
• Responds quickly and professionally to requests through the Customer Support Service Desk.
• Schedules Service Request Team via data entry in a collaborative environment.
• Maintains confidentiality for student, faculty, and staff profiles.
• Establishes and maintains strong working relationships with colleagues, staff, administrators, and the public.
• Displays a positive, friendly, and respectful attitude toward customers and co‑workers.
• Possesses strong organization skills and high attention to detail.
• Performs other duties as assigned by management.

• Two or more years of customer service experience in a call‑center environment.
• Associate degree or certificate/diploma in computer science or related field.
• Strong knowledge of Microsoft‑based operating systems and software, particularly Windows 7, Windows 10, and Office 2016.

• Basic Active Directory administration experience.
• Experience with ITIL methodology.
• Experience supporting higher‑education staff and faculty.
• Experience supporting end users with Macintosh operating systems.
• Experience supporting end users with educational/presentation technology peripherals.
• Experience supporting end users with Microsoft SharePoint.

• Health, dental, and vision insurance.
• Paid premiums for short‑term and long‑term disability insurance.
• Paid $10,000 life‑insurance policy.
• Section 125 flex‑spending account.
• 401(k) retirement plan.
• Vacation pay.
• Paid time off.
• Holiday pay.
• Employee assistance program.

• Entry level

• Full‑time

• Information Technology