Service Desk Analyst II

Description

Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.

The IT Service Desk Analyst II role provides efficient technical assistance and support to end-users within the organization. This role provides timely support, troubleshooting issues, and offering solutions to internal staff experiencing technical problems related to hardware, software, network, and other IT-related concerns. The role demands excellent communication skills, technical proficiency, and a customer-focused approach to problem-solving. This position reports to the Director of IT Infrastructure and does not have direct reports.

• Reliable attendance and punctuality.
• Comply with all company safety requirements and complete mandatory training.
• Provide first and second-level support to end-user issues via phone, email, or in person.
• Respond promptly to IT support requests and efficiently resolve technical problems with a focus on minimizing downtime.
• Diagnose and troubleshoot technical issues, including hardware and software problems, and elevate unresolved issues to the appropriate IT teams.
• Ability to walk users through step-by-step solutions, helping them remotely or on-site when necessary.
• Install, configure, and maintain hardware and software components according to company policies.
• Perform system upgrades, backups, and patch management as directed.
• Maintain accurate records of IT support requests and resolutions using help desk tracking software.
• Create user accounts, reset passwords, and manage access permissions.
• Provide technical guidance and assistance to users on IT-related matters.
• Contribute to IT documentation, knowledge base articles, and user guides to facilitate self-help solutions.
• Serves as a liaison between the end users and engineering staff to elevate and report information during critical events and/or outages.
• Will participate in basic project activities, supporting the planning, coordination, and execution of small-scale projects within the company.
• Other duties as assigned by supervisor.

• A scorecard that reflects performance against established IT support SLAs, first contact resolution, ticket closure, customer satisfaction scores, and knowledge base utilization.
• Other key performance indicators as assigned

• High school diploma or GED, required.
• Associate degree in information technology, Computer Science, or related field is preferred. (Relevant work experience may substitute for formal education.)
• 3+ years of experience in a technical support or IT-related position is desired.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) a plus.
• Certification in ITIL or relevant Project Management certification a plus.
• Proven experience as an IT Help Desk Support or similar role.
• Proficiency in diagnosing and troubleshooting software and hardware issues.
• Strong knowledge of Microsoft operating systems and Office suite.
• Familiarity with help desk software (e.g., Ivanti, Service Now) and remote desktop tools.
• Excellent communication skills with the ability to explain technical concepts in user-friendly language.
• Customer-oriented attitude with a focus on delivering high-quality support services.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Intermediate knowledge of network protocols and configurations.
• Strong customer service skills focusing on delivering quality support and positive user experience.
• Flexibility to adapt to changing technologies and willingness to upgrade skills continuously.
• Results-driv…