Associate IT Service Desk Analyst

84 Lumber Company; North Bethlehem Township (PA); On-site; USD 42,000 - 60,000; Full time

Job summary

84 Lumber Company seeks an Associate IT Service Desk Analyst to deliver first level technical support to THQ, store, and plant associates. You will own incidents, log requests, and provide world-class customer service through first-call resolution or escalation.

You will handle hardware and software tasks, password resets, and remote access, while meeting service levels and collaborating with IT teams. Training and minimal travel are involved.

Qualifications

• Bachelor's degree or equivalent IT/business experience.
• Experience with Microsoft Office, Outlook and IT knowledge assets.
• Ability to ask clear questions to gauge urgency and actions.
• Relentless dedication to customer service in actions and words.
• Works with minimal supervision; follows up on tickets.
• Capable of handling multiple tasks with changing priorities.
• Strong analytical, prioritizing, problem-solving and communication skills.
• Team-oriented with collaborative work style.
• Retail store operations experience preferred.
• HDI and/or ITIL certification preferred.

Responsibilities

• Receive and log all support requests using incident tools.
• Respond, identify, and resolve known issues leveraging IT knowledge assets.
• Provide first level support: hardware, software installs, password resets.
• Meet defined standards for phone metrics, SLAs, and customer satisfaction.
• Collaborate with IT teams for complex incidents.
• Follow up post-resolution to ensure issues are resolved.
• Assist in training service desk associates and customers.
• Engage third-party support when required.
• Continual learning to stay current with technologies.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Attention to detail

Multi-tasking

Time management

Technical aptitude

Adaptability

Education

Bachelor's Degree in related field

Equivalent experience

Tools

Microsoft Office Suite

Outlook

ServiceNOW

Active Directory

Windows 10-11

Windows Server

Remote Desktop

HP VMS

Terminal Emulation

SCO Unix

Aruba 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.

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 [e-mail].