IT Service Desk Analyst I

Job Description:

JOB OVERVIEW

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• • Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications 

  • Effectively assess the nature of problems, working with various levels of customers within the company. 

  • Resolve first line issues, transfer complex issues to appropriate second or third level support. 

  • Monitor and document production systems status and any error messages, notify appropriate technical resource in a timely manner. 

  • Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool 

  • Utilize appropriate steps within the Incident/Problem Management process. 

  • Complete required documentation for IT processes/procedures in a timely manner. 

  • Communicate with co-workers, team members, management, clients and others in a courteous and professional manner. 

  • Conform with and abide by all regulations, policies, work procedures and instructions. 

  • Demonstrate reliable and predictable attendance. 

  • Other duties assigned to ensure overall departmental efficiency 

  OTHER DUTIES 

  • Work closely with IT Service Delivery team to ensure successful delivery of IT Services  

  • Demonstrates open, effective communication and teamwork 

  • Be Customer focused and understand the importance of IT Operations being a customer-driven team.  
     

  CORE COMPETENCIES 

  • Basic support knowledge of: 

  • Microsoft Windows 10 

  • Microsoft 365 

  • Demonstrate an understanding of how the IT Service Desk, as part of IT Operations,  supports the LPUS business functions and LPUS customers.  

  • Customer Service focused 

  • Strong Analytical and critical thinking capabilities 

  • Attention to detail, deadline oriented  

  • Ability to balance priorities and be an effective multitasker 

  • Proactive, Self-Motivated, Team Player 

  • Ability to communicate IT Technical terminology to non-technical team members 

   

  LEADERSHIP RESPONSIBILITY 

  This position has no leadership responsibilities. 

COMPETENCIES - SKILLS

• Basic support knowledge of:
• Microsoft Windows 10 or higher
• Microsoft 365
• ITIL v3 or v4 practices
• Demonstrate an understanding of how the IT Service Desk, as part of the IT Operations function, supports Wheels’ business functions and Wheels’ external customers.
• Customer Service focused
• Strong Analytical and critical thinking capabilities
• Attention to detail, deadline oriented
• Ability to identify and effectively manage priorities and be an effective multitasker
• Proactive, Self-Motivated, Team Player
• Ability to communicate both verbally and written about IT Technical terminology to non-technical colleagues

EDUCATION AND EXPERIENCE

• 2+ years’ experience in IT customer support environment
• Associates or Higher degree in Information Technology, or equivalent work experience
• A+, Microsoft, ITIL or other applicable certificates are a plus.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position will be hybrid, and based out of the Alpharetta, GA or Schaumburg, IL office.
 

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement
 

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.