Service Desk Analyst

We are building the IT Team at Flexcar and looking for a Service Desk Analyst to join us. This role will ensure that consistency and quality are maintained while providing an exceptional IT experience for our employees. Flexcar's Service Desk Analysts will be the first point of contact for all Flexcar end-user technical support needs. The Service Desk Analyst role will support hardware, software, applications, and mobile devices for both Windows and Mac users. This role will be expected to troubleshoot end-user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.

All candidates must possess and cultivate a focus on providing the Avid end users with a superior customer service experience, maintain a high level of service satisfaction among team members and end-users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.

What you will do:

• Provide friendly, customer-focused support centered on communication and follow through to the resolution of all support requests.
• Identify, analyze, and diagnose all support issues providing customers with an ETA for a resolution
• Monitor the Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with Flexcar's designated service level agreements and knowledgebase instructions.
• Ensure that all support requests received via chat, walk-up, telephone, and email are properly entered into Flexcar's ITSM tool in accordance with documented SLA/OLA policies.
• Oversee proper tracking of all hardware and software assets within asset management tools and in accordance with Flexcar's asset management best practices
• Ensure timely escalation of all unresolved support requests to tier 2 Service Desk technicians.
• Adhere to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.
• Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.
• Analyze, identify, and recommend enhancements to existing procedures and propose future enhancements on areas needing further refinement with onboarding
• Work with other departments and team members to identify problems area and propose more efficient policy/procedure
• Writes and/or revises end-user and internal training manuals and procedures relating to onboarding
• Analyzes and evaluates tickets and makes recommendations to reduce common incidents – that can be managed within onboarding.

What you'll love about being a Flexster in IT:

• Being a part of a company that is growing at a rapid pace
• Help to establish processes and procedures at a brand-new office
• Provide useful IT insight and support for all level employees in the company

What drives success for this role:

• Associates or bachelor's degree completed or in process or equivalent experience.
• Preference for certifications in A , MCDST, MCSE.
• Understanding of basic Network topology including basic connectivity troubleshooting techniques.
• Understanding with ITSM ITIL-based ticketing system.
• MS Intune and JAMF experience is a plus.
• Knowledge of common Microsoft Office 365 applications.
• Ability to adapt to a changing environment, where priorities and focus can change frequently
• Basic Active Directory Administration
• Experienced documentation skills.
• Basic experience with Adobe applications
• Understanding of Azure Active Directory
• Strong troubleshooting and critical thinking skills.
• Demonstrated strong customer service, interpersonal, and communication (written and verbal) skills
• Effective time management with the ability to follow through and bring projects and tickets to a close accurately

What tops off the tank:

• Competitive Medical, Dental, Vision, Life and Disability Insurance, and other voluntary benefits
• Generous paid time off, including holidays, vacation, personal, sick, volunteer, and Parental Leave options
• Tax-free benefit for public transportation or parking expenses
• Bicycle Reimbursement program
• 401(k) Retirement Plan with company-matched contributions
• Community involvement opportunities