What are the responsibilities and job description for the Service Desk Analyst position at Standard Textile?
Standard Textile has been inspiring care, comfort, and change in our communities since 1940. While our business is creating innovative textiles, it’s our purpose that guides the solutions we offer and drives how we treat our customers, our associates, and the impact we make in our communities. We hold ourselves to a higher standard. A higher standard for why we exist, for how we create, and for what's next.
The Service Desk Analyst is responsible for responding to hardware and software requests and incidents for the Service Desk. This role involves managing, configuring, and supporting end-user devices, including desktops, laptops, tablets, mobile phones, thin clients, printers, and monitors. The analyst will also troubleshoot and support the Microsoft 365 tenant, Microsoft Office applications, Teams Conference Rooms, Windows operating systems, and other third-party software applications. Additionally, the position may require participation and leadership in various IT projects, such as OS/application upgrades and infrastructure refreshes.
Responsibilities Include:
- Hardware/Software Support: Conduct routine maintenance on office and remote workstations, install, configure, and support PC hardware, software, and operating systems.
- User Onboarding and Offboarding: Manage the setup and removal of user accounts and access.
- Imaging Computers: Prepare and deploy computer systems for new users.
- Troubleshooting: Diagnose and resolve software and hardware issues.
- ServiceNow Utilization: Utilize ServiceNow for incident management and service requests.
- Active Directory Management: Manage user accounts and permissions in Active Directory.
- Microsoft Office Suite Support: Provide support for Microsoft Office applications.
- User Support: Deliver exceptional customer service to troubleshoot, diagnose, and resolve IT-related issues at all levels of the corporation.
- Documentation: Create and maintain standardized user processes, procedures, and "how-to" documentation.
Qualifications Include:
- Education: High School diploma or equivalent required. Completed courses in a computer-related field of study preferred.
- Experience: At least 1 year of customer service experience in a computer-related field.
- Technical Skills: Proficiency in Active Directory, Microsoft Office 365, and ServiceNow.
- Soft Skills: Excellent communication skills and the ability to work with users at all levels of the corporation.
- Problem-Solving: Strong troubleshooting skills and attention to detail.
- Certifications: ITSM and A certifications are a plus but not required.
- Scripting: Experience with scripting languages such as PowerShell preferred but not required.
PM21
Proudly, Standard Textile has earned a title of US Best Managed Company for the fourth year running, an honor awarded by Deloitte Private and The Wall Street Journal, celebrating the exceptional achievements of American private companies and their management teams.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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