Service Desk Analyst II

Description

Roseburg Forest Products owns, sustains and responsibly harvests 600,000 acres of U.S. timberlands that yield the highest-quality building materials and specialty wood products that generate pride for the job and stand the test of time. Founded in 1936, the privately-held company has built its reputation for quality, versatility and reliability with products shipped across North America that include medium density fiberboard, softwood and hardwood plywood, dimension and stud lumber, and LVL and I-Joists. See how Roseburg is building and growing at and @Roseburg

Purpose

Provides internal technical support to employees using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. May set up computer workstations, configures and installs software. Provides outstanding technical support to Roseburg employees across the company. Works under moderate supervision.

Key Responsibilities

• Provides intermediate level hardware and software support for computers, tablets, phone, printers and other technical devices
• Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately
• Clearly communicates technical solutions in a user-friendly and professional manner
• Install and support Roseburg’s business applications
• Write and maintain knowledge base articles for processes and policies
• Logs and fully documents all issues and follow-up information within ServiceNow, ticket tracking software
• Works on moderately complex projects and assignments
• Follow SLAs to ensure initial response and timely resolution for tickets
• Provide Service Desk coverage on a set Monday through Friday schedule
• Occasionally assist with projects outside of standard business hours
• Other duties as assigned
• Models company core values

Requirements

Preferred Qualifications

AN EQUAL OPPORTUNITY EMPLOYER INCLUDING DISABILITY AND VETERANS