Service Desk Analyst

Seattle, WA, United States

The Seattle Times is seeking a creative, motivated, and positive Service Desk Analyst that thrives in a self-managed work environment. The Service Desk Analyst is the single point of contact for our internal business partners seeking assistance and support with the company’s intranet, desktop devices, and all business applications. This person will triage issues and follow through to ensure complete resolution.

The Service Desk Analyst commits to delivering an outstanding customer experience while gaining business partner confidence and loyalty through skilled problem solving and resolution follow through. The Seattle Times business and technical environment is complicated, which requires a Service Desk Analyst who thrives on overcoming challenges and learning new skills quickly and on the fly.

Schedule: The schedule for this position is Monday to Friday from 10:30am to 7:00pm. This is a hybrid role with the expectation of being in the office about two days per week. During the initial training and onboarding period, this position will be fully onsite.

Responsibilities:

Maintains IT Service Management (ITSM) ticketing application workflows and responds to all incoming incidents and service requests within the required service level agreement

Provides timely responses to all issues, updates internal customers on statuses, solicits additional information and troubleshoots issues if appropriate

Identifies and escalates situations requiring urgent attention or tickets left unattended in queue

Handles all incidents and service requests with exceptional customer service in-person or over the phone

Troubleshoots and repairs hardware “hands-on”

Learns and keeps up to date with, service desk policies, procedures, and offered services

Watches trends that indicate potential problems and eliminates or escalates problems before they occur where possible

Maintains regular communication with team members, customers and department management through email and voice message to report progress on project work

Ability to lift 50 pounds, some physical duties assigned such as recycling electronics, packing boxes for shipments

Flexibility to do projects and duties as assigned

Minimum Requirements:

Experience: Two to four years of relevant work experience. At least 1 years’ experience working with one or more ticketing systems

Education: High School Diploma required

Excellent customer service skills with a variety of customers

Must have a high degree of commitment and job ownership (This position is part of a small team and as such requires appropriate dedication)

Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations

Ability to prioritize tickets and incoming issues appropriately

Must possess the ability to think ‘outside the box’ and troubleshoot naturally with deductive reasoning

Must possess the ability to work with or without direct supervision and follow instructions when given

Working knowledge of common operating systems and software applications (Specifically, Windows, Microsoft Office, and Mac OS)

Ability to learn quickly

Knowledge of commonly used concepts, practices, and procedures for end user technical support

Ability to learn technical aspects of all business applications

Punctuality and commitment to scheduled hours

Preferred Experience:

AS or BS in Computer Science, Information Systems, or related field

CompTIA A+ Certification

Understanding of ITIL principles or willingness to learn

Proficient to expert in Microsoft Office/365 and SharePoint

Past work experience in a high-traffic customer service setting

Experience with Active Directory

Compensation: The full salary range for this position is $52,600 to $70,300. We typically pay between $52,600 and $64,400, depending on experience and qualifications.

Benefits:

Medical, dental insurance and long-term disability insurance

Employee assistance program

Optional life and AD&D insurance and long-term care insurance

401(k) plan with employer match

10 days of annual vacation accrual, increasing with tenure up to 20 days

10 days of annual sick accrual; unused sick pay accrues to an extended illness bank 9 paid holidays

Internet stipend for predominately remote employees

Subsidized transit cards

Complimentary Seattle Times subscription

Wellness program

Parental leave options

Please Note: This position requires a pre-employment criminal background check.

Founded in 1896, The Seattle Times continues its tradition as a family-owned, Pulitzer Prize-winning newspaper that cuts through the clutter and provides readers with timely, relevant news. We serve the Pacific Northwest with thoughtful, independent journalism that makes a real difference in our community. And as a media solutions company, we combine cutting-edge digital capabilities and service with the values and integrity of respected traditional media… with an established audience of 1.9 million. At The Seattle Times, you'll find work that matters.

If you need assistance to accommodate a disability, please contact Human Resources at [email protected] and provide a description of the reasonable accommodation(s) needed.

Powered by JazzHR