IT Service Desk Analyst - Des Moines, United States - Dotdash Meredith

Description

About Your Contributions:

• Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team, provide support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.
• Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.
• Ensure provided support meets SLAs.
• Participate in the on-duty rotation covering walkup support, Slack, and ticket management.
• First point of escalation for L1 and L2 IT service desk related issues.
• Assist with application provisioning and deployment of new equipment to end-users and new staff.
• Provide backup support for conference and Zoom room needs.
• Work with vendors to schedule hardware repairs.
• Assist with management and auditing of hardware inventory, as well as software site licenses.
• Create, manage, and maintain internal technical documentation as is relevant to the team.
• Assist with ad-hoc and team projects as needed.
• This is an on-site role

• 4+ years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.
• Strong troubleshooting skills with hardware, software, and peripherals
• A strong dedication to customer service excellence
• Proven ability to think critically and find solutions under pressure
• Strong macOS and Windows 10/11 proficiency
• Mac and PC hardware troubleshooting
• Experience in managing and troubleshooting cloud-based services such as Slack, Google Workspace, Office 365, and other SaaS applications.
• Experience with an MDM system such as Jamf and Intune.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Strong desire to learn new technologies and systems
• Zoom and Zoom room support experience
• Comfortable working with ticketing systems such as Jira Service Desk
• Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.
• Industry-recognized certifications such as CompTIA A+, Network+ are a plus
• Bachelor's degree preferred