The Service Desk Analyst provides a single point of contact for customers enterprise wide. Works with both the manager and team members to ensure an excellent customer experience by providing personalized support.

Location: Richmond, VA Headquarters
Rate: Commensurate with experience + great benefits!

Responsibilities:

Responsible for interacting with customers via inbound channels and providing information, solutions and updates.
Serves as a customer advocate and explains technical issues to non-technical personnel.
Uses the Incident Management process to resolve incidents reported by customers or discovered by technical staff.
Restores normal service or provides a work-around solution for the customer as soon as possible.
Responds to a variety of requests, including new account creation, user access requests, provisioning of hardware and software, etc.
Coordinates proactive account management activities.
Retains ownership and monitors service request from inception to closure.
Assists in the operation of the enterprise service management toolset and ticketing system.

Requirements:

Associates degree, preferred
At least 1-3 years of experience in IT service delivery, preferred
CompTIA +, HDI Support, or ACSP, preferred
Good problem solving, analytical and communication skills (written & verbal).
Ability to support Microsoft and Apple products
Experience in Microsoft Windows, Mac OS X, iOS.
Ability to understand basic networking, wireless, cloud based platforms, O365, and ERP systems.

Benefits and Perks:

Medical insurance with choice of 3 plans, dental, vision, HSA and FSA benefit plans (and more!)
Short- and long-term disability and basic life insurance coverage (employer paid) - with supplemental coverage available
403(b) Retirement Plan Savings - with 5% employer contribution plus up to a 4% matching contribution, fully vested after 3 years
21 days of paid time off accrued in the first year, plus 11 paid holidays and the week between Christmas and New Years
Volunteer Mission Trip Benefits so you can experience mission life first hand by working with our teams overseas
Access to tuition discounts
See a summary of our comprehensive benefits package for full time regular and contract employees here.

Worker Type:

Employee

Regular

Time Type:

Full time