IT Service Analyst II

Description:

KP LLC is more than just a company. We have stood the test of time for over 90 years by combining our traditional services with the latest online technology. We continue to build on this foundation, growing our team with the same core values that made us who we are.

KP is looking for a IT Service Analyst II at our Renton, WA location. If you’re seeking a meaningful role where you can make a real difference, we welcome you to jump aboard and join our dynamic team! The IT Service Analyst II is self-motivated, resourceful, understands the value of documentation and standards, and can collaborate exceptionally across teams.? In addition to providing amazing customer service, the IT Service Analyst II will be responsible for leveraging technology to streamline and automate activities like hardware and software provisioning, as well as responding to and resolving end-user tickets.?

Essential Duties and Responsibilities:

• Advanced troubleshooting of hardware, software and networking issues, in collaboration with our technology vendors
• Advanced hands-on experience triaging issues, quickly resolving issues and escalating to higher-level resources accordingly
• Manage asset inventory for software and hardware
• Triage and resolve inbound incidents and service requests, and serve as an escalation point for technical issues
• Respond/resolve end-user issues according to the SLA
• Identify ways to improve our current processes
• Create/update IT specific and end-user facing support documentation, FAQs, KBs, etc.
• Participate in on-call and triage rotations

Other duties as requested or assigned

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and possess the following knowledge, skills and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience and Training (Knowledge):

• Bachelor’s Degree/Bachelor’s Seeking with Technical Competencies and 3 years of industry experience OR 5 years of industry experience

Skills and abilities:

• Strong written, verbal communication, and collaboration skills are a must
• Must have experience working within an ITIL service management platform, including asset management
• Must have experience working with and troubleshooting Active Directory, Entra ID, DNS, DHCP and Group Policy Objects (GPOs)
• Experience working with and troubleshooting Office 365 and the Modern Workplace
• Experience with imaging and zero-touch deployment technologies
• Experience troubleshooting and supporting Windows computers
• Experience with scripting and automation tools
• Experience creating and following change control processes; familiarity with ITIL.
• Experience in supporting infrastructure in regulated environments
• Experience working in a manufacturing environment is highly desirable

Certificates and Licenses: Applicable industry certifications (Microsoft, A+, HDI, etc.)

We take pride in fostering a positive work-life balanced environment. Our employees currently enjoy company benefits such as:

• Competitive Pay
• 11 Paid Company Holidays
• Paid Time Off
• Full benefits – Medical, Dental, Vision, Life Insurance and Disability
• 401(k) Plan with Company Match