What are the responsibilities and job description for the Service Desk Analyst position at Tepa, LLC?
ABOUT THE TEPA COMPANIES
Tepa, LLC, is a shared services organization owned by the Paskenta Band of Nomlaki Indians - a federally recognized Native American tribe in California. Tepa provides common leadership, administration and management for tribally-owned small businesses to ensure clients receive the greatest efficiencies, cost benefits and quality. The independent companies, known as the Tepa Companies, offer diverse services, including construction, engineering, environmental, industrial and technology services. Established in 2005, the Tepa Companies employ people in offices across the United States, including California, Colorado, Florida, Georgia, Missouri and Texas. Tepa, LLC, is an equal opportunity employer and encourages diversity in the workforce.
When you join Tepa, you have the opportunity to expand your entrepreneurial skill set while growing professionally alongside the best in the industry. You will have the opportunity to impact your team, the organization as a whole and subsequently, our Tribe.
We seek out top talent to provide the best services for our clients. We focus on being a responsible company for our employees and their families by creating a culture that reflects our core values and offering competitive pay and benefits packages.
LOCATION: Remote
We understand that life happens and strive to make it easier for employees to juggle work, family and life demands so they can define what fulfillment means to them. As part of our investment in our employees, this role is eligible to participate in Tepa's Remote Work Program, which allows remote work up to 5 days per week.
ABOUT THE JOB
Tepa Companies is seeking an Service Desk Analyst to provide timely and professional Tier 1 resolution and technical support to associate incidents and requests. This is a hands-on position that involves working in a team-orientated and client-centered environment. This role is very visible within the company and has the opportunity for a positive impact on the organization.
Essential Job Functions:
- Reviews and assigns unassigned tickets.
- Responds to and follows up to service desk tickets via phone, email, chat, and in person.
- Independently investigates and collaborates with co-workers on the IT team for assistance.
- Provides technical support for company applications including Microsoft, Adobe, and other business applications.
- Installs, troubleshoots, and documents in ticketing system.
- Maintains service level agreement expectations for support tickets.
- Escalates complex issues to the Senior Service Desk Analyst and IT Service Manager.
- Works closely with the IT Asset Administrator for asset tracking with employee/contractor moves, adds, and changes.
- Maintains a high level of customer satisfaction and quickly responds to all requests.
- Other duties as assigned.
WHAT WE'RE LOOKING FOR
- 1-3 years of experience performing client support tasks for user desktop and mobile support
- Experience installing and configuring Windows OS, networked and local printers, and business applications.
- Experience with Microsoft 365 and Teams
- Experience with Basic networking troubleshooting
- Experience with Audio/Visual support
- Experience with Mobile device support
- Experience authoring technical documentation.
- Excellent interpersonal and communication skills
- Must have experience working in a collaborative environment.
Preferred (not required):
- Microsoft 365 Certifications
- Experience utilizing Ivanti ITSM
- A Certification
Thank you for considering Tepa, LLC and the Tepa family of companies in your job search! Tepa, LLC and its family of companies is an equal opportunity employer and does not discriminate on the basis of race, color, national or ethnic origin, age religion, disability, sex, sexual orientation, gender identity and expression, veteran status or any other characteristic protected under applicable federal and state law. No application will be rejected as a result of a disability that, with reasonable accommodation, does not prevent performance of the essential job functions.
