IT Service Desk and Client Analyst

The role is located in Lincolnshire, IL (north of Chicago).  This is a hybrid role (after 30 days).
Salary Range:  $72k-85k Depending on Experience
This full time position is complemented by a benefit offering including Medical, Dental, Vision, and Life Insurance, PTO, STD & LTD Benefits, 401k Retirement Plan and more.

Job Description Summary

The IT Service Desk and Client Analyst is responsible for the KEA Service Desk. Their primary responsibility is to oversee and develop the IT service process and manage IT clients. They will monitor the service desk platform and manage/maintain all client-facing endpoints at KEA. They will troubleshoot equipment issues and support users as first and second level support. They will be empowered to make independent decisions regarding the planning, organization/prioritization and scheduling of their work.

Duties and Responsibilities

−         Monitor, administer and maintain the support desk and client management tool(s)

−         Manage client software distribution, IT security and updates

−         Maintain client hardware and software

−         Identify, diagnose, and resolve first and second level client issues; escalate to higher level support as appropriate

−         Update existing documentation following procedural changes, new releases, or enhancements to applications

−         Collaborate with the business units to increase efficiency/reduce barriers

−         Utilise past experience as well as ability to research to determine root cause and resolve problems.

−         Maintain knowledge of both new and existing technologies to ensure the use of best-fit solutions that align with company goals while providing reliability and cost effectiveness.

−         Prepare technical documents, procedures, manuals, guidelines, and training instructions.

−         Maintain and expand internal knowledge base.

−         Independently manage projects as assigned.

−         Perform other duties as assigned (e.g. after hour support)

−         Maintain an organized and secure work environment

−         Support co-workers in other departments as needed

−         Inform Manager of all noteworthy activities

−         Follow safety guidelines and department and corporate policies and procedures

−         Analyze internal data to identify customer service trends and propose solutions

Authority

N/A

Job Knowledge, Skills and Abilities

−         Ability to work independently and effectively with minimal supervision - be reliable and punctual.

−         Advanced knowledge of client support tools as well as installing/troubleshooting computer software/hardware.

−         Intermediate knowledge of networking, active directory, etc.

−         Ability to communicate technical concepts to technical and non-technical audiences.

−         Ability to work after normal business hours without prior notice in case of a system disruption or equipment failure, etc.

−         Ability to be tactful and diplomatic in challenging situations.

−         Strong problem solving and analytical skills to resolve highly complex technical issues.

−         Ability to multi-task, establish priorities, and meet all deadlines including those from IT management, maintain a flexible and positive attitude and approach towards assignments, and maintain level of organization in a changing and fast paced environment.

−         Ability to comprehend a variety of instructions, both oral and written.

−         Excellent presentation as well as oral and written communication skills.

−         Strong command of the English language, both written and verbal.

−         Basic knowledge of MS Productivity Apps, Cloud Computing, Cybersecurity principals, Asset Management, MDM, ITSM/ITIL

−         Excellent Customer Service skills

Education and Training

−         Bachelor’s degree or technical degree in Computer Science or related field

−         3 years’ experience with Support Desk Tool (preferably ServiceNow)

−         3 years’ experience with Software Distribution Tool (preferably Ivanti Neurons)

−         Strong knowledge of Windows desktop operating systems.

Physical Demands

−         Sitting for long periods of time with some walking, stooping, bending, and reaching

−         Dexterity to make fast, simple, repeated movements of the fingers, hands, and wrists

−         Movement by holding, turning, and grasping of objects

−         Reaching and extending hands in any direction

−         Feeling temperature, shape, or texture by means of senses in skin

−         Occasional lifting and/or moving up to 25 pounds

−         Ability to hear normal conversations on phone or in person

−         Ability to see more than 20 feet

−         Ability to see color and see/read computer screen

Work Environment

−         Work is performed in an office environment.  Noise level is moderate

−         Limited exposure to the warehouse.  Limited exposure to temperature variations when shipping doors are open

Tools and Equipment

−         Computer and other general office equipment. 

Salary : $72,000 - $85,000