• Service Desk Analyst

    Job Locations US-WI-Madison
    ID
    2019-1080
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Come join our growing IT team! Quartz is looking for service-oriented, technical individuals to join our Information Technology department as Service Desk Analysts. This position will provide end-to-end support to our internal employees. This support includes intake of incident and service request tickets, prioritizing, documenting, and actively resolving end-user incidents and service requests by leveraging diagnostic and research tools, utilizing and updating knowledge database and incident tracking tools. The Service Desk Analysts will own tickets from conception to resolution providing the single point contact for the business users.

    Responsibilities

    • Provide first contact IT support of incoming incidents and requests via telephone, web portal, email, and instant messaging to ensure courteous, timely, and effective resolution of Quartz end-user issues
      • Take ownership of incidents from open to closure, adhering to the department’s key performance indicators
      • Daily support of users in a Windows Desktop environment (Windows 7 & 10)
      • Printer, scanner, and other peripheral support
      • Managing a ticket queue in line with departmental service levels
      • Research / resolution of user incidents and service requests 
      • Escalate incidents with accurate documentation to suitable technician or team, when required
    • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution

    Qualifications

    • Associate’s degree in Computer Science or related field and/or equivalent experience
    • 2+ years in an IT customer support role
    • Knowledge and experience with installation, configuration and management of IBM compatible computer, MS – Windows OS, MS – Office Professional and peripherals
    • Exceptional customer service orientation and interpersonal skills; build rapport by listening and asking key questions to elicit problem details from service desk customers
    • Ability to absorb and retain information quickly
    • Ability to present ideas in user-friendly language
    • Highly self-motivated and directed
    • Proven analytical and problem-solving abilities
    • Experience working in a team-oriented, collaborative environment
    • Good organizational skills; works well under pressure and able to manage multiple tasks in a timely manner
    • Flexile to work additional hours as workload requires
    • A+, Microsoft, or other IT related certifications is preferred
    • Experience supporting end users at multiple locations is desired
    • Experience using SCCM is a plus
    • Experience working in a VDI environment is a plus
    • Knowledge of mobile devices

     

    Bilingual candidates are encouraged to apply!

     

    This full-time position will be based out of Madison, WI office.  We offer competitive compensation, an excellent benefit package and a professional culture built on the foundations of Respect, Responsibility and Relationships.

     

    Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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