The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Support Center, which is the enterprise single point of contact for handling IT incidents and service requests.
Responsibilities:
- Answers incoming telephone, voicemail, e-mail and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows administration, Citrix, and remote connection support
- Recognizes problems, researches, isolates, resolves and follows‐up, as well as logs and tracks calls using an incident management tracking tool
- Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications
- Responsible for after hour, on call support for Enterprise IT escalations
- Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service
- Manages their own queue and resolves the issue within the established SLA.
- Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams
- Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non‐dispatched)
- Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)
- Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
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Qualifications:
- High School diploma or equivalent required
- Experience in level one (helpdesk support) in Windows based environments
- Detail oriented and problem-solving capabilities
- Thorough knowledge of industry best practice of system/software principles, procedures and methodologies
- Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments
- Strong analytical and quantitative skills to resolve difficult problems
- Partner with the business to identify, document and prioritize business requirements
- Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques
- Work within various SDLC methodologies (waterfall, iterative, agile)
- Ability to quickly extract and communicate key insights from complex data and details
- Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $45,400 - $95,000
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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