Service Desk Analyst

Owens & Minor

  • White Plains, NY
  • $75,000-80,000 per year
  • Permanent
  • Full-time
  • 17 days ago
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.Owens & Minor teammate benefits include:Medical, dental, and vision insurance, available on first working day401(k), eligibility after one year of serviceEmployee stock purchase planTuition reimbursementThe anticipated salary range for this position is $75,000-$80,000. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.POSITION SUMMARYDesktop Support Analyst within the Owens & Minor Global IT End User Experience Team. Provides technical support and troubleshooting for endpoint devices, including Windows 10 & 11 laptops and desktops. Ensures timely resolution of issues to maintain operational efficiency and user satisfaction. As a key member of the End User Experience Team, collaborates with IT leadership to implement and uphold Owens & Minor’s IT strategy, aligning with the overall business objectives. This position will primarily support US-based teammates and will align with typical continental US work hours, however this role will interact and collaborate with a larger global team.ESSENTIAL JOB FUNCTIONS:
  • Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques.
  • Provide Technical Support: Answer and resolve endpoint migration-related requests/incidents over the phone, Teams, remotely, or in-person efficiently and professionally as part of a global Desktop Support Team.
  • Diagnose and Troubleshoot Issues: Offer Level One to Level Three solutions by diagnosing hardware, software, printing, and network connectivity issues, including LAN, WAN, WLAN, and VPN access in a Windows 10/11 and Microsoft Office 365 environment.
  • Configure Endpoint Devices: Configure endpoint hardware/software, including desktops and laptops, ensuring proper setup and functionality.
  • Manage Incident Resolution: Proficiently manage the resolution of inbound requests and/or incidents, balancing the need for customer service and issue resolution.
  • Communicate Technical Concepts: Effectively translate moderately complex technical concepts into easy-to-understand language to assist non-technically oriented customers.
  • Record Interactions: Record all interactions with customers in an incident management tracking tool (ServiceNow) to ensure accurate documentation and tracking of issues.
  • Install and Update Software: Oversee the installation and update of computer software on end-user computers as needed.
  • Respond Timely: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity within expected SLAs.
  • Collaborate with Teams: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience.
  • Stay Informed: Stay abreast of new technologies and platforms, providing recommendations on emerging technologies that should be considered within the EUX Endpoint Lifecycle Management.
  • Support Special Projects: Provide support on special projects and initiatives as business needs evolve, such as Windows 10 to Windows 11 migration.
  • Maintain Best Practices: Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process.
  • Provide input on training programs designed to educate our computer users about basic computer use and specialized applications.
SUPPLEMENTAL JOB FUNCTIONS:
  • Performs additional duties as directed.
QualificationsEDUCATION & EXPERIENCE:
  • Associate’s Degree in Computer Science, Information Systems, or related field of study, or equivalent work experience
  • Minimum of 2-3 years of experience in IT support roles, specifically in desktop support or helpdesk environments
  • Experience with Windows 10/11 operating systems and Microsoft Office 365.
  • Familiarity with endpoint device management, including installations, upgrades, and troubleshooting.
  • Experience with incident management tools, such as ServiceNow, is preferred.
  • Strong customer service skills and the ability to communicate technical concepts to non-technical users.
KNOWLEDGE SKILLS & ABILITIES:
  • Technical Proficiency: Strong knowledge of Windows 10/11 operating systems, Microsoft Office 365, and endpoint device management.
  • Problem-Solving Skills: Excellent troubleshooting skills for hardware, software, and network connectivity issues.
  • Customer Service Orientation: Strong customer service skills with the ability to communicate effectively with non-technical users.
  • Communication Skills: Ability to explain technical concepts (both verbally and written) in simple terms and document interactions accurately in incident management tools like ServiceNow.
  • Time Management: Ability to manage multiple tasks and prioritize effectively to ensure timely resolution of issues.
  • Team Collaboration: Ability to work collaboratively with other IT teams and escalate issues when necessary to ensure a seamless support experience.
  • Adaptability: Willingness to stay updated with new technologies and adapt to changing business needs.
  • Attention to Detail: Meticulous in following procedures and documenting support activities to ensure consistency and reliability.
  • Analytical Thinking: Ability to analyze and diagnose issues systematically to find effective solutions.
  • Professionalism: Maintain a professional demeanor and build positive relationships with end-users and team members.
ADDITIONAL REQUIREMENTS:
  • Ability to travel up to 10%; may include international travel
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

Owens & Minor