IT Service Desk Analyst I

The Service Desk Analyst I is an entry to a mid-level position that serves as the first point of contact and will provide assistance to our customers seeking technical assistance.  This position will require the Service Desk Analyst to be onsite.   

• Monitor ticket queue, company website, network status, support pages
• Serve as the first point of contact for customers seeking technical assistance
• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts
• Performs problem-solving and assistance on various software applications and hardware systems
• Track inventory levels of equipment and materials; perform data entry and maintenance of records such as, but not limited to, project documents, and ordering of IT equipment and accessories as needed.
• Create and/or update the support ticket system with the supporting troubleshooting steps performed
• Provide hardware support through repairs or replacement
• Determine the best solution based on the issue and details provided by customers and walk the customer through the problem-solving process
• Direct unresolved issues to the next IT level of support personnel
• Will provide conference room audio/video setup and support as needed
• Provide accurate information on IT products or services and record events and problems and their resolution in the logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements to procedures
• Will perform other duties or tasks as required/assigned
• Create/update knowledge base article as needed
• Some travel may be needed 

• High school diploma or GED
• Minimum 1 year of Help Desk support experience or Customer Service experience with some technical skills
• Some Microsoft Office 365 experience a plus, not a must
• Tech savvy with working knowledge of Microsoft Office products
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication and interpersonal skills
• Customer service focus 
• Will be required to provide after-hours/on-call support
• Moderate physical activity that requires handling and or lifting objects up to 25 pounds
• Must have reliable transportation
• CompTIA A+ and or Network+ certification is a plus, not a must
• ITIL Foundation certification is a plus, not a must

At Singer, we value each and every one of our dedicated staff and therefore are pleased to offer a competitive starting wage, a comprehensive benefits package including: medical, dental, vision, short-term and long-term disability, 401(k) with company match, group life insurance, flexible spending, paid time off, and paid holidays.

EOE/M/F/Veterans/Disability