IT Support Analyst

Title: Service Desk Analyst II

OBJECTIVE: This position will be responsible for interacting with end users to setup, troubleshoot, and maintain the company’s desktop and mobile computing environment.

KEY DUTIES AND RESPONSIBILITIES:

• Answer and respond to calls, emails and in-person requests for technical assistance,
• inquiries, and other services
• Communicate and resolve issues in a professional and timely manner.
• Adhere to established SLAs for calls and tickets
• Configure, deploy, and support various computer, networking, phones, mobile devices,
• audio-video, and other equipment and software related to the end-user computing
• environment.
• Perform software installation and troubleshooting.
• Assist with various projects as needed.
• Other duties as assigned.

SDA II Additional Responsibilities:

• Travel to remote sites to troubleshoot and setup computers, printers, networking gear, and
• other computer-related equipment.
• Serve as initial escalation point for technical questions
• Act as technical liaison between third party vendors and end users
• Perform regional inventory management
• Provide overflow support for inbound calls as needed
• Develop and maintain support-related documentation
• Other duties as assigned.

RESULTS EXPECTED:

• Provide prompt, thorough, and accurate issue resolution.
• Deliver the highest level of professionalism, compassion, and “above and beyond” customer
• service, resulting in rapport and confidence with end users.
• Exhibit Servant Leader traits (appreciation, recognition, encouragement, etc.), which results
• in positive working relationships with internal and external customers.
• Provide quality work according to Company Core Values & Guiding Principles.

DIMENSIONS REQUIRED:

• Communication
• Planning and organization
• Attention to detail
• Good Judgment and Problem Analysis
• Adaptability and flexibility
• High Degree of Professionalism
• Time Management
• Self-motivator and team player

REQUIRED MINIMUM QUALIFICATIONS:

• High School diploma
• Prior service desk experience:
  • SDA I - Minimum of 2 years experience
  • SDA II – Minimum of 5 years experience
• Bachelor’s degree in relevant technical field preferred.
• MCSE, MCSA, MCITP, or other equivalent desktop certifications preferred.
• Reliable home internet and cell service required.
• High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.
• Entry-level understanding of networking principles.
• Strong troubleshooting/problem solving skills.
• Professional communication and customer service skills both written and oral.
• Strong organizational skills with a keen ability to prioritize and multi-task.
• SDA II should be able to work with minimal supervision.
• Ability to focus on short-term and long-term goals simultaneously.
• Ability to raise issues proactively and in a timely manner.
• Ability to work well with others in a team-oriented environment.
• Ability to learn quickly and adapt to new business software and system environments.
• Must be able to lift end user equipment (up to 25 lbs.).

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.