Desktop Analyst 1- Helpdesk Job Number: 351266 Category: -Software & Systems SBU Description: A Desktop Analyst 1- Helpdesk job in Indianapolis, IN is currently available at Belcan. This is a direct full-time position with benefits. In this role, you will apply your skills by providing technical support for all business products supported to internal users over the phone, through the ticketing system, and in-person out of the Information Technology Services Group (ITSG). This position will perform helpdesk support and desktop support. Candidates must have a passion for managing a large workload under tight deadlines as this team provides support for a variety of external customers with diverse technology solutions. Responsibilities will include providing the necessary support to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, will provide First Call Resolution and occasionally backfill for the Helpdesk. Technicians are the foundation and at times the catalyst for building the knowledge base. Responsibilities and Daily Activities: Maintain a Helpdesk presence during business hours. Answer incoming calls during business hours to gather the necessary information to create a ticket on the customers behalf. Actively work in the online ticketing system to triage, respond, and route tickets to the appropriate teams in a timely manner to maintain department service level agreements. Serve as escalation for internal/external customer for incidents, requests and inquiries for all Business Products Creating documentation and provide feedback on existing documentation to assist in building or updating processes. Occasionally field walk-up requests and 1st level Help Desk duties. Log and document detailed ticket activity until resolution is complete and ticket is closed with customer Provide deskside support Collaborate with other analysts to determine resolutions for customer incidents and requests Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests Make outbound calls to internal/external customers as part of the Incident Management lifecycle Setup new hires and perform moves Keep Asset database updated Other duties as assigned Skills and Requirements: Exceptional customer facing/customer service skills Excellent conflict resolution skills Solid understanding of Information Technology and computing systems Solid networking fundamentals Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint Ability to help others while meeting individual performance goals Reliable customer support Competent technical troubleshooting A passion for Service Improvement Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including shift and out of hours working Able to manage sensitive and sometimes confidential information Eligible for US Government security clearance Preferred Qualifications & Skills: Demonstrated a desire for self-directed education regarding IP, Networking and VOIP technologies Experience of managing 3rd parties and 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Knowledge of ITIL disciplines Willingness to support and mentor junior staff We provide a competitive pay and benefits package. This position is offering a salary range of $55,000 to $60,000. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. As an employee with Belcan, you will be part of one of the largest engineering firms in the United States. We maintain a small- company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package. Build a challenging and rewarding career with an industry leader!
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