Service Desk Analyst
- Ohio
- Permanent
- Full-time
Reports To: Lead Service Desk Engineer
Direct Reports: n/aDescriptionArhaus is seeking a motivated, tech-savvy individual with prior Service Desk experience to join our IT Service Desk team. The Service Desk Analyst position works onsite and provides level 1 & 2 telephone, hardware, software, how-to support, escalations, IT service management and customer service. This is an opportunity to be challenged every day working with a variety of customers, devices, and environments. The position’s focus is on technical phone support for our Corporate and Store users along with phone and in-person technical support for our Warehouse users.IT Service Desk Analyst coverage and hours are M-F 7 AM to midnight, Saturday from 9 AM to 9 PM, and Sunday from 9 AM to 7 PM. The right candidate will be working a predefined shift on a rotation with the team.Essential Duties & Responsibilities:
- Assist with maintenance of customer service SLAs.
- Work with senior level L3/Design Engineering to determine and resolve high level problems.
- Ensure service desk tickets are properly monitored.
- Oversee the execution and completion of assigned tasks.
- Document and improve existing processes.
- Respond to tickets in accordance with SLA guidelines.
- Record, track, and document the service desk request problem solving process including actions taken through to the final resolution.
- Respond in timely manner to escalated requests and issues.
- Provide onsite and remote support to Executive, Leadership and C-Level.
- Assist new hire training for basic IT needs.
- Familiar with automation processes for service desk such as scheduling jobs, monitoring & alerting, and automating system maintenance a plus.
- Ability to work in Active Directory, MS Azure Active Directory.
- Test new technology and Create documentation for staff for training purposes.
- Resolve Tier 1 & 2 long pending support tickets.
- 3 to 6 years’ experience in a Service/Help Desk or Customer Service environment.
- Effective telephone skills.
- Effective communication skills.
- Strong knowledge of standard PC Hardware / Software / Operating Systems.
- MS-Windows 10
- MS-Office
- Citrix
- Knowledge and experience with Mac OS, especially in a Windows network environment.
- Fundamental understanding of iOS, Smartphone, Tablet or Mac experience.
- Ability to make sound decisions based on logical reasoning.
- Commitment to the team concept.
- Effective problem determination skills.
- Supporting Director, VP and higher white glove/VIP support
- Effective listening skills.
- Ability to work in a fast-paced & high-volume environment.
- Needs to be a self-starter & ability to work independently.
- Familiar with ITIL process - Incident, Change and Problem Management.
- Provide backup support as needed:
- Assist in AV setups as needed for meetings.
- Set up new workstations for users (deploying equipment, checking over account setups).
- Minimal Education/Certification Requirements:
- Bachelor’s Degree in Computer Science, or Associate Degree plus two years or equivalent technical support experience.
- A+ and Net+ Certification or equivalent required.
- Preferred ITIL certified.
- Ability to lift 50 pounds to transport and install IT equipment.