Information Technology Service Desk

POSITION SUMMARY: The IT Service Desk Analyst is a key member of our IT team, responsible for delivering frontline technical support and triaging service requests across the organization. Acting as the first point of contact, the Analyst will respond to and resolve Level 1 (L1) technical issues and service requests related to corporate applications and technical help desk support. The role requires a strong blend of customer service skills, technical troubleshooting ability, and efficient ticket management to ensure timely issue resolution and customer satisfaction. This position is ideal for a motivated individual seeking to build a career in IT support with exposure to various corporate applications and technical platforms.

REPORTING RELATIONSHIPS: This position reports directly to the Service Desk Manager.

RESPONSIBILITIES:

Corporate Applications Support:

* Provide L1 support for a range of corporate applications, such as productivity suites (Microsoft Office 365), collaboration tools (Microsoft Teams, Zoom, Slack), email systems, and human resource information systems (HRIS).

* Assist with user access management, including setting up accounts, password resets, access provisioning, and permissions management within Active Directory and other identity systems.

* Troubleshoot application-specific issues, including login problems, performance issues, and errors, escalating complex issues to higher-level teams as needed.

* Guide users through common application functions and workflows, promoting best practices to improve user efficiency and reduce recurring inquiries.

* Contribute to a knowledge base by documenting frequent application issues and their resolutions, assisting in the creation of self-help resources.

Technical Help Desk Support:

* Respond to L1 technical issues related to hardware, networking, and peripherals, ensuring prompt troubleshooting for desktop computers, laptops, mobile devices, and related peripherals (e.g., printers, scanners).

* Diagnose and resolve operating system-related issues (Windows, macOS) and connectivity problems, escalating complex issues to Level 2 or 3 support.

* Support users with mobile device setup, configuration, and basic troubleshooting for corporate-approved devices.

* Perform routine software installations, configurations, and updates for end-user devices.

* Maintain IT inventory accuracy by recording details of IT equipment deployments, returns, and repairs, ensuring compliance with internal policies and security requirements.

General Responsibilities:

* Actively monitor the service desk queue, promptly triaging, prioritizing, and resolving incoming service requests and incidents according to established SLAs.

* Thoroughly document all service desk interactions, ensuring accurate logging of issues, troubleshooting steps, and resolutions within the ticketing system.

* Maintain an in-depth understanding of IT services, systems, and applications used within the organization to provide effective support and improve problem resolution rates.

* Collaborate with other IT team members to identify recurring issues, suggest improvements, and participate in initiatives to enhance the end-user experience.

* Communicate clearly and effectively with users, setting realistic expectations and providing regular updates on the status of their requests.

* Assist with onboarding new employees by setting up accounts, devices, and initial access to corporate applications, ensuring a smooth technology transition.

QUALIFICATIONS AND SKILLS

* Associate's degree in Computer Science, Information Technology, or related field preferred; equivalent work experience will be considered.

* 1-2 years of experience in an IT support role, ideally within a Service Desk or Help Desk environment.

* Demonstrated experience supporting end-users in a corporate environment, with a solid understanding of L1 technical support workflows.

* Knowledge of Windows operating system and basic troubleshooting techniques.

* Experience with Active Directory for user management and access provisioning.

* Familiarity with IT service management (ITSM) tools such as ServiceNow, or Ivanti.

* Basic understanding of networking fundamentals (e.g., VPN, Wi-Fi, IP addressing).

* Proficiency with remote desktop tools for troubleshooting purposes.

* Familiarity with Microsoft Office 365 applications and collaboration tools (Teams, Zoom, Slack).

* Excellent communication skills, with the ability to convey technical information to a non-technical audience.

* Strong customer service focus, with patience and empathy when assisting users.

* Problem-solving orientation with a proactive approach to learning and continuous improvement.

* Ability to prioritize tasks and work efficiently in a fast-paced environment.

CERTIFICATIONS

The following technical certifications are recommended and would be beneficial for success in this role:

* CompTIA A+

* CompTIA Network+

* Microsoft 365 Certified: Fundamentals

* HDI Support Center Analyst (HDI-SCA)

* ITIL Foundation

This position provides valuable exposure to IT operations and corporate application support, offering a solid foundation for career growth within IT infrastructure, operations and application support. Candidates with a passion for problem-solving, a commitment to delivering exceptional user experiences, and a drive for continuous learning will thrive in this role.

SALARY AND OTHER COMPENSATION

The pay range for this position is $28.00 - $34.00 per hour. Factors which may affect starting pay within this range may include geography, skills, education, experience, certifications, and other qualifications of the candidate.

This position is also eligible for incentive pay in accordance with the terms of the Company's plan.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, health savings account, flexible savings account, dental insurance, vision

insurance, 401(k) retirement plan, accidental death and dismemberment, life insurance, voluntary life insurance, voluntary disability insurance, voluntary accident, voluntary critical care, voluntary hospital indemnity, legal, identity and fraud protection, commuter benefits, pet insurance, employee stock purchase program, and an employee assistance program.

Paid Time Off: 40 hours of paid sick leave annually (additional sick/front loading/accrual, if any, based on state or regional requirements); vacation accrues up to 80 hours in the first year, up to 120 hours in years 2-4, and up to 160 hours in the fifth year; 6 paid holidays annually, 4 paid volunteer days annually.

Diversity and Inclusion are critical parts of our corporate culture. BBSI strives to create a workplace where everyone feels included and empowered to bring their full, authentic selves to work, and is treated fairly. BBSI is an equal opportunity employer and makes employment decisions on the basis of merit.