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    Service Desk Analyst II - Denver, United States - Flexential

    Flexential
    Flexential Denver, United States

    1 week ago

    Default job background
    Full time
    Description

    Job Description:

    The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role's primary responsibility is to receive, prioritize, document and resolve/escalate end user's requests and issues.

    Key Responsibilities and Essential Job Functions

    • During end user interactions, document all pertinent user information, request/issue details and steps undertaken during the interaction in the ticketing.
    • Using company established rules, prioritize end user's requests and issues.
    • Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group within agreed service levels.
    • Applying ITIL best practices and technical acumen to every client interaction.
    • Provide Tier 1 technical support on computer, mobile, hardware, software, conferencing, and other IT related technologies (also Tier 2 & 3 when a solution is present in Knowledge Base).
    • Communicate effectively with end users in all stages of the request fulfillment and incident management processes; including initial interaction, triage, escalation, and status updates as requested.
    • Manage individual task queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
    • Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
    • Participate in team projects that enhance the effectiveness of the Service Desk.
    • Act as an escalation for Service Desk Analyst I staff.
    • Escalate problems tickets and alert Management to emerging trends in incidents.
    • Serve as on-call for afterhours support and Major Incidents on a rotational basis.
    • Other duties as needed.

    Required Qualifications

    • 3-5 years working experience in Service Desk Operations or relevant experience
    • Proficient knowledge or experience in Help Desk/Service Desk Operations
    • High level expertise in end user interaction/service
    • Have excellent communication skills, both orally and written
    • Proven ability to be both analytical and effective at prioritizing tasks in a high-pressure environment
    • Exceptional track record of working in a team-oriented, collaborative environment with a high-level focus on client service
    • Working knowledge of computer hardware, software, and operating systems (including Windows 10), Active Directory, Office365, Exchange Online, end point management, VPN, video conferencing, and mobility (Android and iOS)
    • Proven analytical and problem-solving skills
    • Traveling around locally to our data centers as needed by our clients

    Preferred Qualifications

    • Preferred - BS in Computer Science, ITIL/MOF knowledge, MIS or similar field
    • Microsoft MCP or MCSA preferred
    • ITIL v3 certification or higher preferred

    Physical Requirements

    • Ability to sit for extended periods of time
    • Walk or stand for 10% of the time
    • Moderate or advanced keyboard usage
    • Lift 25 lbs.
    • Travel 5% of the time

    Benefits of working at Flexential:

    • Medical, Telehealth, Dental and Vision
    • 401(k)
    • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
    • Life and AD&D
    • Short Term and Long-Term disability
    • Flex Time Off (PTO)
    • Leave of Absence
    • Employee Assistance Program
    • Wellness Program
    • Rewards and Recognition Program

    Benefits are subject to change at the Company's discretion.

    Base Pay Range: Hourly range offered for this position is estimated to be $ $32.00. However, the actual pay range depends on each candidate's experience, location, and qualifications.

    Variable Pay: Discretionary annual bonus, based on personal and company performance.

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