IT Helpdesk Analyst

At CLA we create inspired careers. We recognize that not everyone wants to grow their career in the same way. That's why CLA exists to create opportunities. We promise to know you and help you.

We are seeking a Service Desk Analyst to join our growing team.

The Service Desk Analyst provides customer service to internal clients by evaluating and prioritizing requests from users experiencing any information technology related problems. They positively communicate with end users and other members of the information technology team and maintain an enthusiastic, positive attitude.

Essential Job Functions

The below functions reflect the general details of the essential work activities and accountabilities of this position and are not all inclusive. Other activities may be assigned.

Process IT related service requests from internal personnel throughout the firm

Evaluate and prioritize incoming telephone, voicemail, e-mail, (or in Office: walk-up) requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues

Troubleshoot and resolve basic hardware and software related problems and refer more complex problems to Senior Service Desk and IT team members

Log detailed activities, and track calls/requests utilizing an incident management database

Be able to work independently as well as in a team setting

Cultivate a working knowledge of IT ticketing systems

Demonstrate strong verbal and written communication skills

Requirements

Experience

Minimum 1 year experience working in customer service or providing IT support

Education

High school diploma or equivalent

Certifications / Licenses

ITIL Foundations Certificate preferred

Technical Competencies

Working knowledge with PC's, VIOP phone systems, network configurations, and mobile devices or equivalent schooling is required

Strong troubleshooting and problem-solving skills, detail-oriented mindset, and the ability to multitask and demonstrate strong organization skills

Strong interpersonal and organizational skills while working within a team environment

Proficiency with supporting software applications including computer utility programs, desktop management, anti-virus and other desktop maintenance/troubleshooting software

Previous customer service experience in a service desk environment is preferred

Knowledge of help desk processes and help desk management / ticketing software is a plus

Organizational Interfaces

This Service Desk Analyst role reports to Manager, Service Desk.

Travel Requirements

This position requires frequent local travel to/from client sites and may require occasional non-local or overnight travel for client visits, training, meetings and/or other business-related purposes.

This position requires < 10% travel.

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Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities.

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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here.