Service Desk Analyst – Level 1

Job Title:Service Desk Analyst – Level 1 Job Category:Analyst

Department/Group:Information Services / Enterprise Support Job Code/ Req#:

Location:Cleveland – Office / Remote Travel Required:<5%

Level/Salary Range:$14.00/hr - $16.00/hr Position Type:Full-Time

OverviewInformation Services supports daily operations through partnered and direct support of business applications, end-user support, infrastructure maintenance, and innovation. As a member of the Enterprise Support team, Service Desk Analysts maintain and support business technologies. Successful candidates must possess and demonstrate sufficient technical and interpersonal communications skills to address an array of end-user support requests with minimum disruption to daily operations. As an entry level position, Level 1 Analysts will be assigned a mentor and training/experience benchmarks tailored to the employee’s needs and interests as determined by the Enterprise Support Manager. Specific responsibilities for each role are outlined as follows:

Roles and Responsibilities

• Basic End-User Administration
  • Thin, Thick, and Laptop computer staging in alignment with company campaign requirements
  • Active Directory Administration
  • Remote Worker and Cloud Service account administration
  • Telephone station configuration and setup
• Triage and/or troubleshooting of End-User requests
  • Engagement of End-Users in a timely manner as support requests arrive
  • Problem Clarification and identification of required steps to resolution
  • Reference appropriate knowledge base and team experience for known issues
  • Identify and engage mentor on complex or unfamiliar issues
  • Ticket management and documentation
• Inventory and Asset Management
  • Complete shipping and receiving tasks as defined by Information Services policies and procedures when needed
  • Obtain and log all required equipment identification fields into asset register
  • Routinely audit and report stored equipment to Enterprise Support Manager
  • Routinely audit and ensure appropriate employee / department allocation of registered assets
  • Notify Enterprise Support Manager and assigned mentor of any equipment falling under assigned threshold
  
  

Qualifications and Education RequirementsRecent or active engagement of continuing education with a focus on information technology(Alternative) Standards based technology certification Preferred SkillsProficiency in written and oral presentationsAwareness of troubleshooting and documentation methodologyData gathering and analysis of various sources with ability to decipher pertinent from irrelevant informationAbility to participate collaboratively in various team environments