IT Service Desk Analyst

Job Title
IT Service Desk Analyst
Job Description
About Your Contributions:

• Reporting to an IT Service Desk Team Lead, as a member of the IT Service Desk team, provides support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in person or via phone or Zoom.
• Manage ticketings and queues for the IT Service Desk, providing exceptional support and resolution times.
• Ensure provided support meets SLAs.
• Participate in the On-Duty rotation covering walkup support, Slack, and ticket management.
• First point of escalation for all desktop issues including after-hour and weekend support for business-critical functions.
• Assist with application provisioning and deployment of new equipment to end-users and new staff.
• Provide backup support for conference and Zoom support.
• Assist with hardware repairs through vendors.
• Assist with management and auditing of hardware inventory, as well as software site licenses.
• Create, manage, and maintain internal technical documentation as is relevant to the team.
• Assist with ad-hoc and team projects as needed.

About You:

• 4+ years of experience in a technical support role
• Bachelor's degree preferred
• Outstanding customer service powers
• macOS and Windows 10/11 proficiency
• Mac and PC hardware troubleshooting
• Knowledge of Google Workspace and Office 365
• Basic networking skills
• Strong desire to learn new technologies and systems
• Zoom and Zoom room support experience
• Comfortable working with ticketing systems such as Zendesk and Jira (cloud) Service Desk
• Ability to work occasionally after hours and on weekends for maintenance and as part of our on-call rotation.
• Industry certifications are a plus

It is the policy of Meredith Operations Corporation ("Dotdash Meredith", "the Company") to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing [email protected] .
The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees
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