Service Desk Analyst II - Information Tech (Evenings)

Tanner; Northern (KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Tanner is seeking a Service Desk Analyst II for evening shifts in the Information Technology department. The role focuses on telephone support for a large user base, ticketing, and coordinating escalation with technical teams.

Ideal candidates have a high school diploma or GED, 3 years of service desk experience, and HDI certification or at least the plan to obtain it within 6 months. On-site work with weekends required.

Qualifications

• High School Diploma or GED required.
• 3 years of related experience in a service desk or call center environment.
• HDI Support Center Analyst Certification required or achievable within 6 months.
• Experience with Service Desk ticketing systems (Cherwell, Altiris, Remedy, HEAT).
• Proficiency with Windows OS and Microsoft Office applications.

Responsibilities

• Provide telephone support for a 3000+ user environment.
• Dispatch technical support to customer locations.
• Handle incoming calls and escalate software/hardware issues.
• Maintain a service order database using the Service Desk software.
• Serve as liaison between technical staff and customers; assess urgency of calls.

Skills

HDI Support Center Analyst

Remote control tools

Windows OS proficiency

Office Suite

IP/DNS/DHCP familiarity

Education

Associate degree or equivalent coursework (60 hours)

Tools

Cherwell ticketing

Altiris

Remedy/HEAT

VMware/Citrix

Job description

Service Desk Analyst II - Information Tech (Evenings)

#26-1328

Job Description

The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000-plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support, and maintaining a service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers.

Education:

High School Diploma or GED

Experience:

Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications:

HDI Support Center Analyst

Qualifications:

Associate degree or equivalent college coursework in pursuing a bachelor's degree in Computer Science or a related field, including 60 hours of degree coursework. 1 year of experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In place of educational requirements applicant must possess 3 years of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting, and resolving problems.

Experience working with thin clients or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software, and database software. Prefer the Microsoft Office Suite of applications (Word, Excel, Powerpoint, Access, and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS), and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification is required or able to complete in 6 months. Additional industry-recognized IT-related certifications are desired.

Location

Remote Position

No, not a remote employee

All Locations

Shift

2nd/Evenings

Shift Description

Weekends are required for this position.