Senior Service Desk Analyst

3 days ago

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Smartsheet

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Modern work management platform

productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• Smartsheet is a tech company with a human story to tell. • 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. • 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. • 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.

Requirements

• 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 Suite\Exchange, 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

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees • Stock - Restricted Stock Units (RSUs) for eligible roles • Lucrative Employee Stock Purchase Program (15% discount) • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • Flexible Time Away Program, plus Incidental Sick Leave • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans • US employees receive 12 paid holidays per year • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development including access to Udemy online courses • Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific)