Service Desk Analyst

Solutions Management Group; Ankeny (IA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

STD/LTD Insurance

Section 125 Flex Spending Account

401(K) Retirement Plan

Vacation Pay

Paid Time Off

Holiday Pay

Employee Assistance Program

Job summary

Solutions Management Group (SMG) is seeking a Service Desk Analyst to provide first-level technical support to Des Moines Area Community College staff and students on campus in Iowa. The role involves phone, remote and email support, troubleshooting, and timely problem resolution in a fast-paced help desk environment.

Ideal candidates have 2+ years in customer service within a call center and an Associate's degree or related certificate.

Qualifications

• 2+ years of customer service experience in a call center environment.
• Associate's Degree or Certificate/Diploma in computer science or related field.
• Strong knowledge of Microsoft OS and Office 2016.

Responsibilities

• Provide phone, remote and email-based first-level technical support.
• Assist Des Moines Area Community College staff and students with IT issues.
• Troubleshoot and resolve problems; document and escalate as needed.
• Maintain confidentiality of student and staff information.
• Support service desk operations and scheduling.

Skills

Customer service

Call center experience

Team collaboration

Education

Associate's Degree or Certificate/Diploma in computer science or related field

Tools

Windows OS

Office 2016

Active Directory (basic)

Job description

Job Description

Company History:

Since 1995, Solutions Management Group (SMG), one of the Quad-Cities’ largest locally owned technology services company, has been delivering complete office solutions to clients backed by the highest quality vendors in the industry.

Originally a Xerox sales agency, SMG has since transformed into a managed print services vendor and is experiencing much success as the first to perfect the model. SMG also automates workflows with the use of the DocuWare software. Automating workflows help companies go paperless, which, in turn, significantly reduces expenses and increases revenue and competitive edge.

SMG partnerships include companies such as Ricoh, Xerox, DocuWare, Print Audit and Moline-based Rouse Consulting Group.

We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

Job Responsibilities

The Service Desk Analyst will provide phone, remote & email based, first level technical support to staff and faculty for the Des Moines Area Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Job Functions

• Provides excellent customer service to all Des Moines Area Community College staff and students
• Answers incoming phone calls promptly and pleasantly
• Utilize effective trouble shooting skills, tools, and communication with end users to resolve First Call Resolution issues
• Responds quickly and professionally to requests through the Customer Support Service Desk
• Scheduling Service Request Team through data entry in a team environment
• Maintains confidentiality for students, faculty and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
• Displays a positive, friendly and respectful attitude towards customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

Job Qualifications

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016

Preferred Education/Experience

• Basic Active Directory Administration experience
• Experience with ITIL methodology
• Experience supporting Higher Education staff and faculty
• Experience supporting end users utilizing Macintosh operating systems
• Experience supporting end users utilizing educational/presentation technology peripherals
• Experience supporting end users utilizing Microsoft SharePoint

Benefits

• Health, Dental and Vision insurance
• STD/LTD Insurance
• Section 125 Flex Spending Account
• 401(K) Retirement Plan
• Vacation Pay
• Paid Time Off
• Holiday Pay
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer