Casey Family Programs, an Equal Opportunity Employer, is a national operating foundation that provides and improves—and ultimately prevents the need for—foster care. We value a diverse and culturally competent workplace.
Responds to requests for information about technology products and services, fulfills requests to receive service, and documents and resolves incidents impacting staff use of technology. The Service Desk organization serves as the primary public-facing entity of the Technology Services department and as a component of this function, the Service Desk Analyst provides services in a manner that is focused on the needs of the customer, timely, and maintains or improves the productivity of the organization..
% of Time
· Acting as the first point of contact and primary communication channel for internal and external customers, this role captures the nature of the issue or request, understands its urgency, documents, and provides assistance addressing the customers’ needs while meeting the Service Level Agreement (SLA).
· Diagnoses, investigates, and resolves incidents, including troubleshooting, escalating if necessary, and applying a fix or workaround via email, telephone, and in person. Documents incidents, resolutions, and all vendor and customer interactions.
· Assesses requests for new services and features for potential fulfillment by existing services, assures and documents sufficient justification for new services and features, routes requests to appropriately. Fulfills requests to install, upgrade, and decommission computers, printers, peripherals, and supported software. Grants and removes access to organization resources such as network accounts, mailboxes, and email distribution lists.
· As application owner, installs, configures, tests, and resolves issues. Educates end-users on all assigned applications. Documents and maintains testing procedures, maintenance instructions, customer training documentation, troubleshooting guides, and resolutions for known issues.
· Contributes to the Problem Management function through documentation and escalating problems that impact multiple staff or have a high likelihood of reoccurring.
· Occasionally provides support during off-hours and on-call and performs other duties as assigned.
· Technical degree in a computer related field or the equivalent in work experience required. A minimum of 3 years’ experience providing help desk telephone support required. Enterprise Desktop Support Certification preferred.
· A solid understanding of the desktop computing environment, including but not limited to Windows operating systems Vista/Windows 7 (Security, standalone & networked, network protocols, file and print services), MS Office Products (Word, Excel, Access, Outlook, Project). Business Applications such as Adobe Acrobat, RightFax, SharePoint, SPSS and Tableau. Remote management tools such as RDP and TeamViewer. An understanding of LAN/WAN concepts, VOIP, VPN, wireless networks, video teleconferencing, mobile devices and the ability to troubleshoot problems that could be a result of networking, wireless, and mobile issues preferred.
· An understanding of Windows server concepts and the ability to troubleshoot problems that could be a result of server issues. Strong analytical skills supported by a solid understanding of both business and technical processes and priorities.
· Strong verbal and written communication skills. Experience resolving technical issues over the telephone and email with non-technical staff. Ability to adapt to a changing environment. Experience in handling difficult or sensitive situations and confidential information. Must be able to effectively communicate to staff at all levels of the organization including Board of Trustees and Executive leadership.
· Physical requirements include the ability to lift and reach for light objects; close visual acuity to prepare and analyze data and figures; ability to type utilizing a computer keyboard; ability to travel to outside locations; the ability to work at a computer for extended periods of time as a primary job function; ability to occasionally lift up to 50 pounds; occasionally carry up to 25 pounds; sit and stand frequently while completing tasks; walk, climb, bend and kneel and crouch occasionally; and the ability to do frequent overhead and shoulder-level reaching, pushing, pulling and grasping.
Casey Family Programs - 11 months ago