IT Service Desk Analyst
- Florida
- Permanent
- Full-time
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
- Troubleshoot, install, and maintain devices such as PCs, laptops, retail Point of Sale (PoS) technology (registers, printers, tablet devices), VoIP phones and other end-user systems.
- Analyzes and resolves incidents and requests regarding use of application software or hardware.
- Logs and tracks incidents and requests from identification through resolution via ITSM tool.
- Escalate unresolved calls to appropriate internal staff or third-party vendors
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Review documentation and training for end users and IT coworkers
- Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users
- Innate desire to continually learn and grow, as well eagerly share knowledge
- Exemplary customer service and interpersonal skills
- Collaborative and team-oriented spirit
- Engage in vendor resolution process by initiating vendor contact and managing communications between vendor and end-user
- Create and monitor Alerts for major incidents
- Provide support to Service Desk Analyst team
- Ability to work 6am-6pm CST, Sunday-Saturday
- 2-4 years experience in an IT role OR 2 or 4 year degree with some experience preferred
- The business hours for the GTI Service Desk are 6am - 6pm CST Sunday - Saturday. The successful candidate will have the fortitude to work a 10-hour support shift within the designated business hours, in addition to have the ability to work remotely.
- Working Active Directory knowledge, Verifying User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning
- Working knowledge of Office 365 Admin
- Proficiency with appropriately handling spam, malware, and third party email security applications
- The ability to not only juggle tasks/projects, but also to handle shifting priorities at a moment's notice
- Excellent judgement, able to operate with little oversight
- Resourceful in your technical ability as well as responsive and conscientious to employee needs
- Excellent communication skills, both written and verbal. Ability to communicate clearly with technical and non-technical coworkers
- Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity
- Other duties as assigned by IT department leadership
- Must pass all required background checks
- Must be and remain compliant with all legal or company regulations for working in the industry
- Must possess valid driver's license
- Must possess reliable internet access
- Must be a minimum of 21 years of age
- Must be approved by state badging agency to work in cannabis industry