Service Desk Analyst II - Chester, United States - Roseburg Forest Products

Roseburg Forest Products Chester, United States

5 days ago

Description

Founded in 1936, Roseburg Forest Products is a privately owned company and one of North America's leading producers of particleboard, medium density fiberboard and thermally fused laminates. Roseburg also manufactures softwood and hardwood plywood, lumber, LVL and I-joists. The company owns and sustainably manages more than 600,000 acres of timberland in Oregon, North Carolina and Virginia, as well as an export wood chip terminal facility in Coos Bay, Ore. Roseburg products are shipped throughout North America and the Pacific Rim. To learn more about the company please visit

Purpose

Provides internal technical support to employees using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. May set up computer workstations, configures and installs software. Provides outstanding technical support to Roseburg employees across the company. Works under moderate supervision.

Key Responsibilities

Provides intermediate level hardware and software support for computers, tablets, phone, printers and other technical devices
Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately
Clearly communicates technical solutions in a user-friendly and professional manner
Install and support Roseburgs business applications
Write and maintain knowledge base articles for processes and policies
Logs and fully documents all issues and follow-up information within ServiceNow, ticket tracking software
Works on moderately complex projects and assignments
Follow SLAs to ensure initial response and timely resolution for tickets
Provide Service Desk coverage on a set Monday through Friday schedule
Occasionally assist with projects outside of standard business hours
Other duties as assigned
Models company core values

Requirements

Associates degree in a computer science related field or a minimum of two years of working experience that is sufficient to successfully perform job duties
Intermediate level knowledge and skills
Experience using TeamViewer desktop sharing software or similar screen sharing software
Communicate clearly and concisely, both orally and written
Knowledge of Microsoft Windows 7, Windows 10, and domain environments
Proficient with Microsoft Office software
Excellent customer service skills and the ability to support users with all levels of technical knowledge

Preferred Qualifications

Knowledge of ITIL best practices
Experience using ticket tracking software
Knowledge of Cisco video conference technologies

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