IT Service Desk Analyst

The Enterprise IT Service Desk Analyst provides internal customers with dependable, high-quality support for issues related to PCs and mobile devices. The position is based onsite in Green Bay, WI and supports users through a ticketing workflow, direct troubleshooting, and coordinated collaboration with IT teams.

Onsite Role Details

• Location: Green Bay, WI (onsite)
• Experience: 3+ years
• Work schedule: Full time, five days per week, in the office
• IT service desk scope: The Service Desk is the face of IT

Key Responsibilities

• Deliver customer support with a consistently high service standard.
• Act as a first-level responder for incident tickets, accepting and resolving support requests.
• Diagnose, analyze, and resolve PC and software problems for internal customers through the incident ticketing system.
• Prioritize and handle ticketing incidents based on urgency and assignment.
• Migrate and deploy PCs, including PC images.
• Deploy new equipment to customers from unpacking through delivery.
• Ensure that, when working on any PC, the latest security settings, antivirus coverage, and application patches are applied.
• Use monitoring tools and applications to assess PC performance and provide performance statistics and reports.
• Maintain complete documentation by recording the resolution and communication history in the incident ticket.
• When appropriate, convert resolutions into knowledge base documents to support reuse by other team members.
• Analyze root causes and implement corrective solutions.
• Support customers through strong communication across in-person, telephone, and email channels.
• Collaborate with the infrastructure team to help ensure efficient IT operations.
• Assist with customer issues involving server-based software products.
• Maintain inventory of all hardware and software.
• When needed, contact third-party support and PC equipment vendors.
• Function and communicate effectively within a global support team.
• Stay current on IT trends and advancements.
• Handle other opportunities as required.

Requirements

• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively in a fast-paced environment.
• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to research software issues and products as needed.
• Strong organizational skills with close attention to detail.

Education

• Minimum education: Associate degree in the field of business administration, computer science, or management information systems.