IT Service Desk Analyst

Position

Day-to-day responsibilities

• Act as first point of contact for employees with IT difficulties or enquiries; present a professional and pleasant image.
• Log incidents and create tickets with complete documentation; answer phones and manage dispatch queue and email.
• Triage requests, provide first-level support, reset passwords, troubleshoot basic issues, and provide user instructions.
• Complete employee onboarding and offboarding tasks; resolve first-level calls and dispatch and prioritize tickets.
• Alert management to critical or high-visibility issues, document resolutions, update the knowledge base, and follow up with customers.
• Assist with PC builds, shipping, and receiving as needed; some onsite work is required as needed.

Qualifications

• Excellent interpersonal and customer-service skills, effective time management, reliability, analytical thinking, judgment, and attention to detail.
• Basic computer skills, including familiarity with Windows and MS Office products, and excellent oral communication.
• ServiceNow experience is a plus; ITIL service delivery knowledge is an asset; a personal vehicle is preferred.

Compensation

• Salary is $55,000 per year, plus a 10% annual bonus.

Work arrangement

• The position is described as remote, with some onsite work required as needed.

Benefits

• Benefits include a compensation and benefits package, employee vehicle purchase and service plans, employee and family assistance programs, company appreciation events, professional development, and career-growth opportunities.