Senior Service Desk Analyst

Smartsheet is seeking to hire a Senior Service Desk Analyst to an already established Corporate IT team, providing the highest quality support to both our onsite and remote employees in a professional environment. We’re looking for a talented, self-motivated, and service-oriented individual with high integrity who can make an immediate, positive impact.  The Service Desk Analyst will also work in collaborating, participating in the design and implementation of new services and programs.

This position reports to our Service Desk Manager.

You Will: 

• Act as the primary point of contact supporting internal users with IT issues
• Provide tier 1 support to identify, investigate and resolve technical problems for the entire company
• Provide diagnosis in basic error situations to determine point of failure; work closely with associates to provide solutions or options for repair.
• Act as a point of escalation for the tier 1 team and also have the ability to escalate to higher level technical teams as appropriate
• Monitor internal help desk system for the delegation, assignment and/or completion of incident tickets
• Support the addition, deletion, and modification of accounts & security privileges in an Active Directory/LDAP environment
• Assist with Smartsheet Gov related tasks  (must be a U.S. permanent resident)
• Provide network & application monitoring and support 
• Collaborate with colleagues to improve processes and procedures   
• Assist with end users moves, adds, & changes within software based systems
• Support applications, printers, storage and networking infrastructure (wired and wireless)

You Have:

• 4+ years experience in a IT  help desk environment with direct contact with customers and internal  end-users
• Desire to interact and provide excellent customer service with end users or clients on the phone or in person in a courteous, professional manner
• Knowledge of Windows and/or Mac OSX clients and servers as used in a corporate or small business setting
• Ability to work in a fast paced environment with high ticket counts
• Basic understanding of Active Directory and experience with user management
• Strong problem-solving skills and attention to detail with experience in troubleshooting IT issues
• Experience in administration (moves, adds, changes) of various server based applications (G SuiteExchange, various source control systems, CRM systems, Content Management Systems, AV Solutions, OKTA, Mimecast)
• Comprehensive knowledge of IT standard concepts, practices, and procedures
• Demonstrated ability to manage work schedules, project and task priorities
• Microsoft, Zscaler, A+/Net+ certifications are a plus but not required
• Flexible schedule as this job may require extended support hours, weekend and some on-call work