Position: SERVICE DESK ANALYST Overview: The Service Desk Analyst improves the level of service to information technology customers by establishing a central point of omers to report problems or address requests related to technology solutions. Responsibilities: Responds to all customer support contacts that come in from either phone calls, email, chat, ACE tool or walk-in. Gathers pertinent information about the issue or request and either assists the customer or assigns a ticket to the correct support team. Communicates progress and provides status updates to customers as appropriate while working through issues or requests and follows up on customer satisfaction. Clearly and accurately creates tickets for all issues or requests and checks progress through final resolution to ensure efficient and effective customer service. Identifies and suggests process improvements as they arise. Provisions various accounts including Active Directory, Guidewire, IBM and netGMRC. Completes password resets, unlocking accounts, customer transfers and account termination so access is only available to appropriate individuals. Runs scheduled and unscheduled IBM queries. Provides backup coverage for the company switchboard operator during breaks, vacations, and overflow resulting from heavy call volume. Manages company cell phone provisioning, support and decommissioning. Creates, updates and manages email distribution lists. Completes customer Multi-Factor-Authentication setups and provides support. Performs computer imaging. Completes customer workstation setups and moves. Completes hardware setup and replacements for computers, mice, keyboards, monitors, docking stations, etc. Manages and tracks company pool laptop assignments. Performs other duties as assigned. Qualifications: Associates’ degree from an accredited college, university or technical school or equivalent combination of education and experience. Main switchboard and Help Desk experience a plus. Demonstrated computer proficiency and knowledge of Microsoft Windows/PC operation using software products such Microsoft Office at an intermediate level with willingness and ability to learn specific applications as new software is added. Experience with mobile device support a plus. ITIL experience preferred. Familiarity with Help Desk ticketing system, obtaining metrics and reporting preferred. Ability to work with sensitive and confidential information. Ability to demonstrate good interpersonal, listening, and customer service skills to assist end users with product, errors/issues, provide instruction, and walk through computer various steps via phone or e-mail. Must demonstrate a pleasant demeanor and tone of voice. Demonstrate complex problem-solving and decision-making skills. Ability to manage priorities, remain composed, sharp and customer focused and maintain high level of customer service through frequent interruptions and changing business needs. Ability to follow specific instructions, check lists and flow charts while incorporating personal knowledge and expertise to resolve users questions or concerns. Ability to work in a harmonious manner with peers, customers and Manager. Must be able to communicate in an understandable manner to customers and technical individuals while maintaining tact and diplomacy. Ability to work with minimum supervision. Ability to maintain regular and predictable schedule. Working conditions and physical efforts To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable people with disabilities to perform job duties and responsibilities. The position is located in the Grinnell home office with the potential opportunity to work remotely but as business need dictates must come into the office to work. Office setting with relatively quiet noise level. Occasional stress is encountered when call volume is high or responding to various and potentially conflicting customer needs. The position requires an individual to sit for long periods of time. Visual requirements include working on computer screen. This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of the demands changes, so may the essential functions of this job.