Service Desk Analyst

Franklin Electric; Fort Wayne (IN); Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid remote work arrangements

Generous paid time off & holidays

Parental leave & on-site mother rooms

On site café & beverage stations

401(k) with matching

Job summary

Franklin Electric is seeking an IT Service Desk Analyst to deliver first- and second-line technical support across PC, server, network, voice, software, and hardware environments. You will log incidents in ServiceNow and escalate complex issues as needed.

We value collaboration, continuous learning, and dedication to meeting SLAs while supporting users globally from our Fort Wayne location.

Qualifications

• Degree in CS or related field required or preferred.
• 1–3 years of related experience preferred.
• A+ certification is a plus.

Responsibilities

• Respond to internal customers to resolve technology problems (1st/2nd line).
• Enter and manage incidents and service requests in ServiceNow.
• Provide technical support for software used across business functions.
• Provide hardware support for computers, phones, and other equipment.

Skills

Windows OS

Microsoft Office

SharePoint

Adobe Apps

Apple Devices

Education

Bachelor's or Associate's degree in computer science or related field

A+ certification (preferred)

Tools

JDE

Job description

Description

Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities in providing access to water, fuel and electricity.

Department: IT

Location: US - Indiana - Fort Wayne

Description

Embark on a career journey with Franklin Electric, where your passion meets purpose, and every day is an opportunity to make a difference in our global communities in providing access to water, fuel and electricity.

The Service Desk Analyst provides first- and second-level technical support to end users across PC, server, network, voice, software, and hardware environments. This role is responsible for troubleshooting and resolving a wide range of technical issues while meeting or exceeding established Service Level Agreements (SLAs). Working under general supervision, the Service Desk Analyst escalates complex issues to specialized support teams when necessary to ensure timely resolution.

Franklin Electric is a diverse team of innovators making a positive global impact since 1944. We offer innovative water solutions, ensuring access, treatment, and efficient management of this vital resource. Our commitment to excellence is reflected in our innovative products, industry leading quality products, exceptional customer service, employee development, and passion for social responsibility.
Join us to create a better future while growing professionally in a supportive environment!

MOVE FORWARD WITH US

What you will be doing:

• Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software.
• Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application).
• Provides technical support related to various computer programs used by Franklin Electric employees across all business functions.
• Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric.

Who we want:

• Hard-working winners - Confident, competitive, and results-oriented professionals who create a track record of success.
• Dedicated achievers - People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
• Collaborative partner - People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

What you need:

Education and Experience

• Bachelor's or Associates degree in computer science, computer information systems, or a related degree (required).
• One to three years of related experience (preferred).

Computer Skills

• Advanced: Microsoft Operating systems (Required), Microsoft Office Products (Required), SharePoint (Preferred), Adobe Products (Preferred), Apple Products (Preferred), JDE (preferred)

Certificates and Licenses

• A+ certification (preferred).

Don't feel like you check all the boxes? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.

Company Values & Benefits

FE provides many opportunities to learn and grow through development opportunities such as training, certifications, mentorship, leadership programs, tuition reimbursement, one-on-one coaching and more! We offer competitive salaries, comprehensive benefits, and amenities such as:

• Hybrid remote work arrangements
• Generous paid time off & holidays
• Paid parental leave & on-site motherhood rooms
• On site café & complimentary beverage stations
• Indoor fitness facility & outdoor walking paths
• 401(k) with matching & service contributions
• Health, dental, vision, life insurance
• Short & long-term disability
• Fertility & adoption support
• Undergraduate & graduate tuition reimbursement
• Professional development assistance
• Health & wellness programs

Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.