Experience Inc. Jobs

Job ID Number

R3000

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

As the Service Desk Analyst, you will be responsible for receiving requests from associates and vendors and providing the technical support and customer service needed to solve requests.

Job Description

We are looking for a Service Desk Analyst to receive requests from associates and provide the technical support and customer service needed to solve requests. This position will be full-time and hybrid.

What You'll Do

• Respond professionally and courteously to all service requests and areas of the business entities

• Dameware and remote desktop to provide level 2 technical support to over 14500 staff, monitor work queues, open, update and close Incidents

• Thoroughly and accurately document the details of a user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation

• Acts as single point of contact for users of the Information &Technology Services (ITS) and directs questions and report problems regarding servicesInstallation of desktop hardware / peripherals and printers

• Activating, managing cell phones/tablets through O365/MDM

• May be expected to lift equipment that may weigh up to 50 lbs. and be required to run cables under desks and other furniture

• Installation of individual software packages, as needed, for all users

• Use of imaging software to expedite large equipment roll-out

• Keep up to date system information for asset tracking

• Rotate On-Call schedule with the rest of the team

• Rotate managing the IT warehouse and entering asset information as new shipments arrive

What You'll Need

• Bachelor's degree in a technical discipline

• A minimum of 3 years of experience in break-fix IT services

• Able to diagnose and troubleshoot hardware and software related issues

• MDM, O365 troubleshooting, user management

• Knowledge of data communication and network concepts, principles, and fundamentals is required

• Relevant experience or strong aptitude for building or supporting data networks is required

• Proficiency with LAN, WAN/MAN, data center networks, or wireless networks is desired

• Excellent customer service and communication skills

Physical Demands:

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.