Job Information
Singer IT Service Desk Analyst I in Belcamp, Maryland
Overview
The Service Desk Analyst I is an entry to a mid-level position that serves as the first point of contact and will provide assistance to our customers seeking technical assistance. This position will require the Service Desk Analyst to be onsite.
Responsibilities
Monitor ticket queue, company website, network status, support pages
Serve as the first point of contact for customers seeking technical assistance
Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts
Performs problem-solving and assistance on various software applications and hardware systems
Track inventory levels of equipment and materials; perform data entry and maintenance of records such as, but not limited to, project documents, and ordering of IT equipment and accessories as needed.
Create and/or update the support ticket system with the supporting troubleshooting steps performed
Provide hardware support through repairs or replacement
Determine the best solution based on the issue and details provided by customers and walk the customer through the problem-solving process
Direct unresolved issues to the next IT level of support personnel
Will provide conference room audio/video setup and support as needed
Provide accurate information on IT products or services and record events and problems and their resolution in the logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements to procedures
Will perform other duties or tasks as required/assigned
Create/update knowledge base article as needed
Some travel may be needed
Ideal Candidate Will Possess the Following Skills and Abilities
High school diploma or GED
Minimum 1 year of Help Desk support experience or Customer Service experience with some technical skills
Some Microsoft Office 365 experience a plus, not a must
Tech savvy with working knowledge of Microsoft Office products
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication and interpersonal skills
Customer service focus
Will be required to provide after-hours/on-call support
Moderate physical activity that requires handling and or lifting objects up to 25 pounds
Must have reliable transportation
CompTIA A+ and or Network+ certification is a plus, not a must
ITIL Foundation certification is a plus, not a must
At Singer, we value each and every one of our dedicated staff and therefore are pleased to offer a competitive starting wage, a comprehensive benefits package including: medical, dental, vision, short-term and long-term disability, 401(k) with company match, group life insurance, flexible spending, paid time off, and paid holidays.
EOE/M/F/Veterans/Disability
Job LocationsUS-MD-Belcamp
Posted Date2 weeks ago(4/22/2024 9:30 AM)
Job ID 2024-2364
of Openings 1
Category Information Technology