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Yuhaaviatam of San Manuel Nation · 1 hour ago

Service Desk Analyst I

Highland, CA

Full-time

Onsite

Entry Level

1+ years exp

Yuhaaviatam of San Manuel Nation is seeking a Service Desk Analyst I to ensure proper computer operation for end users. The role involves providing first contact support, resolving help requests, and maintaining service level agreements while delivering excellent customer service.

Government Administration

Responsibilities

Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service

Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalates incidents with accurate documentation to suitable technicians or technology verticals, and alerts management to emerging trends in incidents

Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end-user problems. Provides guidance and technical recommendations to customers to resolve system issues

Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution

Research solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization

Deploys software to end user endpoints to include laptop, desktop, and mobile devices

Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users

Communicate SLAs to manage end-user expectations and provide suggestions for continual improvement

Performs other duties as assigned to support the eﬃcient operation of the department

Qualification

IT Service Desk ExperienceProblem-solving abilitiesCustomer service skillsDocumentation skillsAnalytical skillsTechnical troubleshootingInterpersonal skillsTeam collaborationCommunication skillsAttention to detail

Required

High School Diploma or GED required

Minimum one (1) year of related IT work experience is required

Ability to solve technical problems, work well under stress, and follow instructions

Must possess excellent customer service and written/oral communication skills

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Strong documentation skills

Ability to absorb and retain information quickly

Must be able to present ideas in user-friendly language

Highly self-motivated and directed

Keep attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Ability to work assigned shift (day/swing/graveyard)

Primary work environment is in a climate-controlled office setting

Work requires travel to attend meetings, trade shows, and conferences

Incumbents may be required to work evening, weekend and holiday shifts

Must be able to work in a fast-paced, high-demand environment

Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally

Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer

Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions

Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone

Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone

Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility

Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties

Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours