Service Desk Analyst

Central Garden & Pet Company (NASDAQ:

CENT) is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. Our Corporate IT department is seeking a Service Desk Analyst to work onsite in Salt Lake City, UT.

This position requires an outgoing, communicative, team‑oriented individual who enjoys helping people. The Analyst minimizes adverse impact of incidents on business processes, analyzes metrics to identify trends, provides proactive recommendations to the management team, and offers operational support for Enterprise desktops and other client technologies.

• Provide Level 1 & 2 Service Desk/Desktop Enterprise Support for all client IT technology.
• Provide schedule flexibility to ensure adequate overall Service Desk Team staffing between 7 am and 7 pm CT Monday‑Friday.
• Answer inbound phone calls, correctly document calls in the ticket management system, gather additional information, and route calls to other teams when they cannot resolve the issue.
• Continual monitoring of the Service Desk queues in the ticket management system.
• Provide local and remote technical support including password resets, unlock accounts, remote user support, software and hardware installation, image, build and configuration, and local computer inventory management.
• Walk‑up, onsite, phone and e‑mail technical support.
• Diagnose and resolve hardware, mobile device, telecom, systems software, and network problems.
• Video conferencing, Web Ex, Wi‑Fi and boardroom VIP onsite meeting technical support.
• Printer, copier, security camera system initial support and vendor escalation.
• Investigate root cause and problem resolution as needed.
• Incident management: monitoring, tracking, communications throughout the lifecycle of an incident or service request; classification; investigation; resolution; closure.
• Ensure compliance with incident‑management process by reviewing tickets for accuracy and completeness.
• Maintain customer‑focused interaction via phone, email and drive‑by with a courteous, time‑sensitive and professional manner.
• Professional welcoming and onboarding for company new hires, VIPs and executives.
• Timely and professional support for company VIPs, C‑level executives, and their staff.
• Update and communicate technical service policies, manuals and documentation for supported products or services.
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity, and positive impact on customer satisfaction.
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide technically accurate solutions to customers.
• Lead and/or participate in IT projects that enhance the quality and efficiency of service delivery across the IT technical teams.
• Local facility support resource as IT coordinator for moves, construction, changes to the site(s).
• Local IT support for other CIS teams (Network Operations, System Operations, etc.).
• Travel to local sites for onsite support required; regional sites travel may also be required.

• Prior experience with an IT Service Desk or technical call center a plus.
• Enjoys working well in a team environment and helping people.
• Prior experience with VIPs and C‑level executives and their support staff a plus.
• Prior experience with boardroom systems, Wi‑Fi, video & Web Ex conferencing a plus.
• Excellent customer and technical support skills and analytical and problem‑solving skills.
• Ability to communicate technical issues to both technical and non‑technical end users.
• ITIL v3 Foundation Certification (Service Desk, Problem, Incident Manager Practitioner level) preferred.
• MCSE or other certifications desired but not required.
• Experience with WIN PC, MAC, iPhone, iPad, Android, VPN, MFA, Outlook, Web Ex and MS Office desired.
• Understanding of LAN, WAN, RFID and wireless networking technologies a plus.
• Windows and Mac troubleshooting skills/experience preferred.
• Must be able to troubleshoot and resolve hardware, peripheral, software problems, client‑side MS Exchange problems and network port/wireless connectivity issues.
• Reliable means of transportation to enable travel to…