Service Desk Analyst

Description

The Service Desk Analyst provides support for information systems, applications, and technologies for Saddle Creek associates within the environment. The Service Desk Analyst reports to the Associate Manager, Service Desk and works with corporate Information Services (IS) to complete or lead tactical and operational initiatives as needed and works closely with leadership in achieving goals.

Responsibilities

• Respond to requests for technical assistance using our ticketing request system in person, via phone, or electronically
• Provide technical support of all networked devices within a Microsoft environment, as well as cloud services (PCs, printers, network/communications equipment, Microsoft Office, etc.) both locally and remotely.
• Acts as the SME for Service Desk operations
• Support application upgrades and business go-lives at your location with the assistance of the SME teams.
• Provide training to end users for both general use of PCs, to proper use of our in-house applications.
• Identify and escalate situations requiring urgent attention
• Facilitates purchasing of computer hardware and software.
• Serves as the first point of escalation and overflow for Service Desk tickets
• Maintains detailed documentation of your local infrastructure; including the basic software/hardware.
• Train and mentor new hires and other service desk personnel.
• Document and develop service desk processes.
• Performs replacements/upgrades of equipment based on product lifecycle or business growth.
• Coordinate and supervise outside service providers (vendors/contractors) as needed.
• Allocate 10%-15% of time to working with Corporate IS team.
• Attends operational/project meetings as needed.
• Ability to provide off-hours support.
• Ability to work a rotating on-call schedule.
• Other duties as assigned.

Qualifications

Education/Experience

• Bachelor’s Degree in Information Systems or related discipline
• High School Diploma/GED Required
• Minimum of 3 years of experience providing technical support to end users
• Experience with systems change management processes
• Working knowledge of process management and the project management life cycle
• Industry certifications (CompTIA, Microsoft, Cisco, EXIN/ITIL, IASSC) preferred
• Experience in multi-site warehousing/distribution/fulfillment operations including Fulfillment, Warehouse Management Systems, scanning and labeling equipment preferred
• Experience with ticketing systems.

Knowledge, Skills and Abilities

• Must possess strong critical thinking, decision making, and root cause problem solving skills; strong troubleshooting skills.
• Project management experience preferred.
• Must be able to deal with ambiguity and be able to “learn on the fly”
• Must be customer focused and possess a high degree of integrity and trust
• Must have strong interpersonal, written, and verbal skills
• Must work well in a team environment
• Must have a flexible schedule when business needs require it
• Ability to lift 25lb

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Benefits:

• Benefits package including medical, dental, vision, HSA, and medical reimbursement

• Annual bonus eligibility

• 401(k) match

• Vacation and holiday pay

• Employee assistance and identity theft protection

• Career development and opportunity for internal promotions

• Tuition reimbursement for further education

• Company paid life insurance and short term disability

Saddle Creek is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding and related medical conditions), mental or physical disability, medical condition, military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

Saddle Creek is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to and let us know your contact information and the nature of your request.