Service Desk Analyst

World Acceptance Corporation; Greenville (SC); On-site; USD 60,000 - 80,000; Full time

Job summary

World Acceptance Corporation is seeking an IT Service Desk Analyst to deliver technical support to internal and external customers across the US. This role handles password resets, asset inventory, and basic advanced troubleshooting while promoting excellent customer service.

The ideal candidate has 5+ years in IT support, familiarity with imaging technologies, Windows OS, and ServiceNow ITSM. Responsibilities include onboarding, training, and maintaining knowledge articles, with after-hours

Qualifications

• Familiarity with imaging technologies and MDT imaging preferred.
• Strong knowledge of Windows operating systems and troubleshooting.
• Experience with printers, IT peripherals, and Office 365.
• ServiceNow ITSM experience or exposure is preferred.
• Relevant certifications (A+ and Network+) are desirable.

Responsibilities

• Provide first and second tier IT support for network, server and applications.
• Handle security access processing, password resets and ticketing requests.
• Troubleshoot hardware/software and inventory checks; stock spare parts.
• Roll out and train new technology solutions for home office and branches.
• Create knowledge articles and maintain procedures for end users.
• Communicate with management and staff; deliver a positive customer experience.

Skills

Windows troubleshooting

Customer service

Imaging technologies

ServiceNow ITSM

MDT imaging

Education

Associate or Bachelor's Degree in related field

A+ certification

Network+ certification

Tools

ServiceNow

MDT imaging

Office 365

Job description

The IT Service Desk Analyst will provide technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support.

Essential Duties and Responsibilities:

Be the first and second tier support for the network infrastructure, server environment, environmental monitoring of the computers, and a host of third-party and internal software applications. Address all requests for help from the internal customers in corporate location as well as branches across the US. These requests will come primarily from the internal help ticketing system with others by phone or from walkups. Participate in the rollout and training of new technology solutions to home office and branch users. Evaluate new technologies within the scope of the team to determine benefit and value in the environment. Coordinate multiple-projects at once while adhering to all deadlines. Communicate effectively with all levels of management and staff. Promote cross-team relationships with other IT support team members to facilitate fast response. Create and maintain knowledge articles/procedures as required. Promote and provide a great customer experience. Performs other duties as assigned by manager. Provide after-hours support as needed.

Competencies:

• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Strives to continuously build knowledge and skills.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
• Use of Technology - Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

Qualifications:

Familiarity with imaging technologies. Knowledge of and troubleshooting ability in all Windows operating systems. Knowledge of and troubleshooting ability in printers, MFP’s and other IT peripherals. Knowledge of Office 365, and other relevant applications.

Education and/or Experience:

5+ years professional IT support experience. Associate or Bachelor's Degree in a related field. A+ and Network+ certifications is preferred. Experience with imaging solutions like MDT preferred. Familiarity with the ServiceNow ITSM platform.

Physical Demands:

Must be able to constantly remain in a stationary position. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Occasionally may require light lifting up to 25 pounds.

Work Environment:

Office environment. Occasional travel may be required. This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. It is the policy of World Acceptance Corporation to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Reasonable accommodations may be made unless they create an undue hardship to the Company. Physical and environmental requirements are representative of those needed to successfully perform the job. For over 60 years, World Finance has been helping customers focus less on the unexpected expenses of life, and more on what makes life so sweet. In doing so, we offer personal installment loans that suit the specific needs of our customers while simultaneously delivering outstanding customer service. We are always looking for great people to join our team. Located in 16 states, our network of branches work to provide good to the communities around them. World Finance has been recognized as a Top Workplace in the USA, and we are looking forward to having new team members to join us and be a part of our continuous growth!