Desktop Support Analyst

About The Position

The Digital Support Analyst II provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.

How You'll Make a Difference

• Handles incoming calls in a timely and professional way.
• Tracks all calls via service desk software.
• Performs ticket assignment and escalation as required.
• Performs daily follow-up on open calls that do not show activity.
• Provides general first-level support.
• Analyzes problems or issues as they are reported.
• Provides direct assistance with technical support and other CDT groups as required on problem determination, solution implementation, and thorough documentation of progress and results.
• Maintains and executes tasks with a working knowledge of processes and procedures for regulatory controls.
• Manages production jobs.

You Are

• Bachelor’s degree, applicable certification or equivalent experience.
• Typically requires 2-4 years of professional experience, and general proficiency with tools, systems, and procedures required to accomplish the job.
• Relevant professional certification in the field of IT preferred.
• Working knowledge of MAC computer support
• Working knowledge of ITIL framework and experience working within a support environment utilizing Incident, Change and Problem Management
• Demonstrated knowledge of data processing and general business principles
• Familiarity with Distribution Center processes and operations
• Familiarity with Distribution Center systems including WM, SAP, TMS, Surepost, etc.
• Understand basic operations

You Have

• Problem Solving: Solves a variety of problems that may be somewhat difficult and varied in nature. Consults with staff members on more complex issues.
• Decisions: Exercises judgment within defined parameters to make decisions on tasks with limited scope or complexity. Receives moderate level of guidance and direction on complex tasks.
• Knowledge: Working knowledge of the principles, practices and concepts within own job discipline; has broadened capability through practical experience in applying theories.
• Business Acumen: Understands key business drivers; demonstrates knowledge of the organization and processes; uses this understanding to accomplish their own work.
• Communication & Influence: Explains and simplifies complex information to others; leads the coordination of information to ensure ongoing process or program execution.
• Impact: Impact is typically limited to the department.
• Leadership: No supervisory responsibilities.

#Hybrid This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Key skills/competency

• Desktop Support Analyst
• Technical Support
• ITIL Framework
• Incident Management
• Change Management
• Problem Management
• MAC Computer Support
• Service Desk Software
• Distribution Center Systems
• User Support