Sr. Help Desk Analyst

Position Purpose:

• The Senior Help Desk Analyst provides technical support to business units as a single point of contact for resolution of issues via telephone or chat.
• This role interfaces with all aspects of each business unit at all levels within the organization.

Primary Duties:

• Responsible for delivering white glove IT support by promptly responding to Service Requests and Incidents across multiple channels, aiming for an 80% first-contact closure rate.
• Troubleshoot and resolve issues related to computer hardware, operating systems, and company-approved applications.
• Implement software and hardware updates and assist in developing Support Center documentation using Confluence and ServiceNow.

Qualifications:

• Associate's or Bachelor's degree with a minimum of two years of related experience, or five years of related experience.
• Excellent knowledge of Windows 10/11, Microsoft products, Google Workspace, Active Directory, and helpdesk tools like ServiceNow.
• Strong verbal and written communication skills and ability to build positive relationships with internal and external customers.