IT Service Desk Analyst Job Vacancy in Trulieve, INC Tempe, AZ 85284 – Latest Jobs in Tempe, AZ 85284
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Company Name : Trulieve, INC
Location : Tempe, AZ 85284
Position : IT Service Desk Analyst
Job Description : IT Service Desk Analyst
Department: Information Technology
Reports to: Information Systems Manager
Location: Remote – Negotiable
ROLE SUMMARY: We are seeking the services of multiple Service Desk Analysts to provide direct first-line level 1 service desk support to different locations. The Service Desk analyst will work with a team of other service desk analysts, under the general supervision of a Service Desk Team Lead and the IT Service Operations Specialist who is responsible overall for the Service Desk operations. Depending on the proficiency and level of expertise, the service desk analyst may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications.
KEY DUTIES AND RESPONSIBILITIES:
Perform initial problem analysis and hand off to technical staff when appropriate
Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IT Service Desk Support
Act as a liaison between Trulieve users and technical staff to communicate the status of problem resolution to end users
May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems.
Participate in the preparation of procedure manuals and documentation for help desk use
Conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
Participate in the distribution of network related information to users to include information such as helpdesk procedures and support materials
Assist in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage
Addresses all customer contacts (e.g. phone, email, self-serve, voicemail and on-line access) promptly and efficiently as defined by Trulieve’s SLAs
Documents issues in our HelpDesk, utilizing clear and concise problem descriptions
Understands and follows defined departmental policies, procedures and processes in a team environment
SKILLS AND QUALIFICATIONS:
Bachelor?s Degree in Computer Science, Information Technology, or related field preferred
Working knowledge of operating systems, word processing, spreadsheets, hardware and peripherals
Knowledge of how to operate and trouble-shoot computer equipment for quick diagnosis in the event of escalating to next level of support staff
Mastery of Customer Service concepts PHYSICAL REQUIREMENTS: ? Must be able to push, pull, move, and/or lift a minimum of 25lbs to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet, with or without mechanical assistance
Must be able to work seated/standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands/fingers to hold, grasp, turn, pick, pinch frequently/constantly to complete tasks
Must be able to handle organic matter daily, able to wear PPE as appropriate (eye, face, hand, arm, head, foot, body, fall protection), and able to be exposed to hot, cold, wet, humid, or windy conditions while wearing PPE (95 degrees or greater)
Must have visual acuity with/without job aids to perform activities such as; reading, viewing a computer terminal, visual inspection involving small parts/details. Clarity of vision at 20 ft or more in day and night/dark conditions
Must be able to speak and communicate verbally at conversation levels with co-workers, vendors, etc. (Moderate noise)
WORK SCHEDULE:
40+ hours weekly with flexible hours depending on department needs. Must be available to work occasional evenings, weekends, and holidays
Equal Opportunity Employer ? Trulieve Supports a Drug Free Workplace
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