Service Desk Analyst

Position Summary

The Service Desk Analyst utilizes his or her knowledge of technology to provide enterprise-wide support to Apogee Enterprises. The position requires technical knowledge to quickly identify, diagnose and troubleshoot end-user support issues to ensure they are successfully resolved to the customers' satisfaction and in accordance to the department's Service Level Agreements and Apogee technology standards. In this role, the incumbent will:

Provide end-user support for all IT-related services. Participate in introducing new technical products into the environment.

Responsibilities

Provide end-user support for all IT-related services:

• Ensure service requests are acknowledged and resolved in a timely manner with a high degree of customer service and technical expertise.
• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or escalate issues as appropriate.
• Provide day-to-day support for user endpoints including, but not limited to, desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users (hardware, client, system access, telephone, etc.) and maintain user access to systems (reset passwords, disable access, etc.).
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.

Participate in introducing new technical products into the environment:

• Continuously learn features and functionality of the latest standard software and hardware releases.
• Provide input regarding business requirements and/or specifications for user endpoint projects and rollouts.
• Pilot test and work to resolve any issues with the new technology as assigned.
• Participate in rolling out new products to end users, including training and follow-up support.
• Author, contribute to and publish support-related documentation to internal knowledge-base.

Experience & Skills

• Undergraduate degree in MIS, Computer Science or equivalent highly desired (certification in a technical discipline will be considered).
• 1+ years of working experience in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and other applications (experience working with Windows 7 preferred).
• Working knowledge of networks.
• Working knowledge of iOS based products.
• Strong client service orientation and internal customer focus.
• Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization.
• Ability to work under pressure, to meet deadlines; flexible and quickly adaptable to changing priorities.
• Ability to present information in a manner that can be understood by non-technical staff.
• Project skills and experience a plus.
• Demonstrated problem solving skills are required. The position will require original and independent thinking to drive all issues through to resolution.
• Ability to work flexible hours as needed.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

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Our Benefits

We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)

• Incentive Plans

• 401(k) with employer contribution and match

• Employee Stock Purchase Plan with employer match

• Paid Time Off (Vacation and Sick Time)

• Paid Holidays

• Tuition Reimbursement Program

• Employee Assistance Program (EAP)

• Wellness Program

• Training and Career Progression

Apogee and our brands are an Equal Opportunity Employer.