The Service Desk Analyst 1 will implement and manage the computer desktop environment by analyzing requirements, resolving problems, installing hardware/software solutions, and supporting the internal IT service desk. They will be responsible for administration and internal support of the companys PCs, printers, and related equipment.

The Service Desk Analyst 1 provides support for basic incident resolution and requests reported to the division service desk. As the single point of contact between the service provider and the users they are responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability are resolved by engaging in a timely manner other service resources from management, level two support, or peers.

Responsibilities:

• Provide level-one technical phone support for end users (internal and external) performing basic troubleshooting (PCs, Macs, network, smart devices, printers, ITS applications) to the end users satisfaction
• Accurately record, update and document requests using ITS • service desk system
• Monitor service desk tickets assigned to the queue and process first-in first-out based on priority
• Monitor emails received by the IT service desk and process them in a timely manner
• Utilizes the service desk inventory and ticketing software
• Resets passwords and assign users and computers to proper groups in active directory
• Provide support to walk-in service desk customers
• Provide computer operations coverage when needed
• Troubleshoot hardware and software problems and fix the error, or escalate the problem when necessary
• Assist in documenting solutions provided to end users building a knowledge base for future support cases
• Perform other duties as assigned

Qualifications:

• High school diploma or equivalent education required
• One plus years of hands on experience working on an IT service desk preferred
• One plus years of troubleshooting hardware and software issues with knowledge of Windows and Mac
• OS experience desired
• One plus years of customer service providing guidance and support to end-users in person and over the telephone preferred
• A+ certification desired
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to work well under pressure
• Ability to define problems, collect data, establish facts, and draw valid conclusions to facilitate problem solving
• Ability to interpret general technical questions
• Ability to follow instructions for resolving technical problems
• Excellent interpersonal, time management and organizational skills; strong oral and written
• communication skills consistent with providing technical support and documenting this process
• Flexibility to accept change and handle multiple priorities
• General knowledge of pc and network software and hardware
• Ability to communicate with end users

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.

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