- Incident recognition, research, isolation, and comprehensive follow-up for level 1 and level 2 issues.
- Utilizing incident management databases and IT Remedy systems effectively.
- Supporting a broad range of endpoint devices within the client's network and recommending system modifications/configurations to reduce user problems.
- Serving as the primary IT communication liaison within the company or affiliates, including providing regular training/presentations to end-users on technology applications within the company.
- Developing and maintaining documentation and knowledge base articles to enhance user self-service.
- Collaborating with IT team members on new technology testing and implementation, including user testing, implementation, documentation, and communication.
- Providing after-hours support and handling additional responsibilities as assigned.
- In-depth knowledge of M365, Teams, SharePoint, OneDrive, and familiarity with client/server, network, mainframe, and applications environments.
- Demonstrated proficiency in incident recognition and troubleshooting.
- Exceptional customer service skills, with strong verbal and written communication capabilities.
- Advanced analytical and problem-solving skills.
- Ability to effectively prioritize and manage multiple tasks and projects simultaneously.
- Availability for on-call responsibilities on a rotating basis is essential.
- Employees must be capable of performing the essential functions of the position, with or without accommodation.
- 8-5, M-F
- Greater Des Moines, IA area
- Initial on-site training for up to 90 days, then hybrid (remote and on-site) schedule follows
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Level 1 Service Desk Analyst - West Des Moines, United States - Pomeroy Technologies, LLC.
Description
Job Description
Job DescriptionPrimary Job Duties and Responsibilities (Essential Job Function)
Focused on intensive phone-based support, this position is integral to handling end-users' inquiries and resolving technology-related issues in a dynamic service desk setting.
Duties include:
Required Qualifications
Hours:
Location:
Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings.
Company Description
Pomeroy is a global provider of technology solutions and services designed to keep businesses and their workforce always connected, always secure, and always working. Our team of 2000 professionals advises, deploys, monitors, manages, and recruits talent for more than 50,000 client locations across North America and Europe. \r\r
Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings.
