Service Desk Analyst

Danville, CA, United States

Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people managing the physical and emotional toll of acne, we made it our mission to develop an effective way to achieve clear skin through adaptive, expert guidance by trained estheticians and premium formulas that use only tested, safe ingredients. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusive, Collaborative, Adaptive, Accessible

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

Service Desk Analyst

Position Overview

The Service Desk Analyst role will be the first point of contact for customers seeking technical assistance. The Service Desk Analyst will troubleshoot, diagnose, and resolve or escalate Level 1-2 incidents received, as necessary. You will provide support and troubleshooting for hardware, software, audio visual, and network issues. The ideal candidate will possess excellent communication skills, technical knowledge and aptitude, and the ability to resolve problems efficiently. This position reports to the IT Systems Administrator and will work with cross-functional partners. This is a hybrid position where you will work on-site in Danville Tuesdays-Thursdays and remotely Mondays and Fridays. Note: It may be necessary, on occasion, to be on site at other times

Responsibilities and Essential Functions:

Customer Support: Provide timely and professional assistance to internal customers (Face Reality employees and contractors) via in-person, phone, email, or chat

Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity

Transaction History: Maintain detailed records of customer interactions, technical issues, and resolutions in a ticketing system

Documentation: Create how-to articles, procedure documents, and other technical documentation

Escalation: Escalate complex issues to appropriate support teams or senior technicians when necessary

Ability to prioritize: Able to set priorities for incoming tasks and issues. Know how to manage urgency of tickets

Training: Train users on how to use new and existing technology. Provide a welcoming learning environment for all team members

Collaborate with other technical teams: Support internal and external IT teams to resolve issues

Quality Assurance: Ensure that all support interactions meet quality standards and customer satisfaction goals

Proactive Communication: Keep customers informed about the status of their requests and any relevant updates

Remote Assistance: Provide remote troubleshooting assistance using remote desktop tools when required

Hardware and Software Setup: Assist with the installation, configuration, and maintenance of computer systems and software applications

Identify and implement process improvements: Analyze incident trends and suggest solutions to reduce recurrence

Continuous Learning: Stay updated on new technologies and industry trends to enhance technical skills and knowledge

Requirements and Qualifications:

Bachelors Degree in relative field or equivalent experience

Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar qualifications are a plus

Experience: 2+ years’ experience in a technical support role

Technical Knowledge: Basic understanding of computer hardware, software, operating systems, and networking concepts

Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users

Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently

Customer Focus: A customer-centric approach with a commitment to providing high-quality support and service

Teamwork: Ability to collaborate effectively with team members and other support teams

Adaptability: Flexibility to work in a fast-paced environment and adapt to changing priorities and technologies

Organization: Strong organizational skills with attention to detail to manage multiple tasks and prioritize workload effectively

Professionalism: Professional demeanor with a positive attitude and a willingness to learn and grow

Nice to have:

Software: SharePoint, Confluence/Jira, Office 365, Okta

Hardware: Mac, Windows, audio visual systems, Owllabs, Teams

Familiarity with supporting primarily SaaS based organizations

Experience in startup, or similar environments

Technical aptitude with break-fix scenario

Physical Requirements:

Must be able to lift and carry objects weighing up to 25 pounds

Ability to stand, walk and bend for extended periods

Excellent hand-eye coordination and manual dexterity

Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues

Ability to perform repetitive tasks with accuracy and attention to detail

Must be able to communicate effectively in verbal and written form

Comfortable lifting, pushing, and pulling equipment and materials

Comfortable using a computer, keyboard, and mouse

At Face Reality you will have an opportunity to:

Partake in and contribute to a high-growth brand journey

Be part of a high performing growing team

Contribute to executing initiatives across professional channels

Salary: $27-$33.65 per hour plus yearly bonus and full benefits

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