Associate IT Service Desk Analyst

84 Lumber

Eighty Four (PA)

On-site

USD 55,000 - 75,000

Full time

9 days ago

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Job summary

84 Lumber is seeking an Associate IT Service Desk Analyst to join the THQ Service Desk, providing first level technical support to store, plant, and THQ associates.

You will own issues, log requests, perform basic troubleshooting, and escalate when needed, ensuring quick resolution and excellent customer service in a fast-paced retail environment. This is a full-time role with 45 hours per week and minimal travel.

Qualifications

Bachelor’s degree in Business Administration, Computer Science, MIS or related field, or equivalent experience.
Entry-level to mid-level experience with Microsoft Office Suite, Outlook, and IT support tools.
Familiarity with ServiceNOW, Active Directory, Windows 10-11, and Windows Server.
Ability to ask clear questions to diagnose issues and determine urgency.
Strong customer service focus and ability to work with minimal supervision.

Responsibilities

Log all support requests in incident management tools.
Identify and resolve known issues using IT knowledge and knowledge assets.
Provide first level support for hardware, software, and peripherals.
Escalate complex incidents to appropriate IT teams.
Follow up after resolution to ensure issues are resolved.
Assist in training new service desk associates.
Coordinate with third-party support as needed.

Skills

Customer service

Communication skills

Multi-tasking

Analytical skills

Team collaboration

Problem solving

Education

Bachelor’s Degree in Business Administration, Computer Science, MIS or related field

Tools

Microsoft Office Suite

Outlook

ServiceNOW

Active Directory

Windows 10-11

Windows Server

Remote Desktop

HP Server

Laptops and Desktop hardware

HP VMS

Terminal Emulation

SCO Unix

Aruba wired and wireless networks

Avaya PBX/IP Telephony

Job description

Overview

The Associate IT Service Desk Analyst will be a member of the 84 Lumber THQ Service Desk team, providing procedural and First Level technical support to THQ, Store and Plant associates for all 84 Lumber Standard Technologies. As a member of the Service Desk Team, the successful candidate will own all customer issues and provide world class customer service through the first call resolution or escalation of reported incidents to the appropriate IT teams.

Overview

Responsibilities

Essential Functions

Receive and accurately log all support requests in a timely manner using the 84 Lumber Incident Management tools
Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets
Perform First Level support tasks including, but not limited to, cable connections and power validation, software installations, peripheral installations, restarting services on Unix and Windows based platforms, password resets and resolving issues documented in the 84 Lumber IT Knowledge System
Meet or exceed defined standards in the areas of Phone Call Metrics, Incident SLAs and Customer Satisfaction Surveys
Partner with other IT Teams as appropriate to help troubleshoot more complex incidents
Perform post-resolution follow-up to ensure reported incidents have been successfully resolved
Assist in training new service desk associates as well as customers as necessary
Engage 3rd party support partners as required
Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
All other duties as assigned

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

Open office area.

Physical Demands

This position requires frequent standing, sitting, talking and listening.

Position Type/Expected Hours of Work

Full-time position, 45 hours per week.

Travel

Minimal travel required.

Qualifications

Competencies

Bachelor’ s Degree (Business Administration, Computer Science, MIS or related field) or equivalent experience
Entry level experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows 10-11, Windows Server, remote control technologies such as Microsoft Remote Desktop, HP VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony
Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
Relentless dedication to customer service in both words and actions
Works with minimum supervision, proactively follow up on outstanding issues/tickets
Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions
Strong analytical, prioritizing, interpersonal, problem-solving skills
Strong verbal and written communication skills
Demonstrated collaborative skills and ability to work well within a team
Ability to work in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines and reporting
Prior experience with retail store operations and technologies preferred
HDI and/or ITIL certification preferred

84 Lumber Company is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. 84 Lumber Company is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact recruiting@84lumber.com.

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