Associate Analyst Service Desk

Department: Information Services Technical Services
Location: Lakeland FL
Shift: MondayFriday 8 am5 pm after hours support approx. every 20 weeks)

Position Description

The Service Desk Associate Analyst provides support for information systems applications and technologies for Saddle Creek associates within the environment. The Service Desk Associate Analyst reports to the Associate Manager Service Desk and works with corporate Information Services (IS) to complete or assist tactical and operational initiatives as needed and works closely with leadership in achieving goals.

Responsibilities

• Respond promptly to technical assistance requests via our ticketing system inperson interactions phone calls or electronic communications.

• Provide technical support of all networked devices within a Microsoft environment as well as cloud services (PCs printers network/communications equipment Microsoft Office etc. both locally and remotely.

• Serve as a Subject Matter Expert (SME) for Service Desk operations ensuring consistent performance and process improvement.

• Support application upgrades and business golives at your location with the assistance of the SME teams.

• Provide training to end users for both general use of PCs to proper use of our inhouse applications.

• Identify and escalate situations requiring urgent attention

• Facilitates purchasing of computer hardware and software.

• Assist in maintaining detailed documentation of your local infrastructure; including the basic software/hardware.

• Assist and train new hires and service desk personnel to foster a highperforming team.

• Develop and document service desk processes to enhance efficiency and consistency.

• Performs replacements/upgrades of equipment based on product lifecycle or business growth.

• Coordinate and supervise outside service providers (vendors/contractors) as needed.

• Allocate 1015 of time collaborating with the Corporate IS team on various initiatives.

• Participate in operational/project meetings as needed.

• Provide reliable offhours support and participate in a rotating oncall schedule.

• Undertake additional duties and projects as assigned.
  
  

Qualifications

Education/Experience

• Bachelors Degree in Information Systems or related discipline preferred

• High School Diploma/GED Required

• Minimum of 2 years of experience providing technical support to end users

• Experience with systems change management processes

• Working knowledge of process management and the project management life cycle

• Industry certifications (CompTIA Microsoft HDI preferred

• Experience in multisite support with onsite and remote support

• Experience with ticketing systems; Service Now is a plus.
  
  

Knowledge Skills And Abilities

• Exceptional customer focus and professionalism with a high degree of integrity and trust.

• Strong critical thinking decisionmaking and troubleshooting skills with the ability to perform root cause problem analysis.

• Demonstrated ability to work effectively in ambiguous situations and quickly adapt to new challenges.

• Strong interpersonal written and verbal communication skills with the ability to convey technical concepts to end users.

• Proven ability to collaborate in a team environment and contribute to a positive workplace culture.

• Project management experience is preferred but not .

• Physical ability to lift up to 25 lbs as needed.