The Service Desk Analyst is the first place our internal customers go when they need anything IT. We are looking for a technical analyst with strong customer service skills to provide that first line of support both locally and to remote customers. The ideal candidate will have a broad range of experience and expertise in client hardware, operating system, desktop utilities, and network troubleshooting. This position will be responsible for providing phone support, solving technical problems, and providing desk-side support to our user community in an ITIL v3 based support environment. You will:

1. Log all customer calls and resulting workaround or solution into the call handling system with clear concise language and take proactive steps to minimize similar issues from recurring

2. Analyze and resolve support requests, from the end users as well as escalated issues

3. Troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring

4. Communication with end users and with escalation partners (internal and external)

5. Keep the user community informed of global problems or scheduled downtime

6. Document and communicate troubleshooting efforts on escalated issues to all teams involved with the issue.

7. Originates new, and reviews/revises existing, support documentation

8. Assess new hardware needs; plan, purchase and deploy new desktop, laptop, and/or miscellaneous other equipment


Education Required: Associates degree Computer Science or related

Alternative: 3-5 years of experience in an IT Service role can substitute for education requirement

Work Experience Required: 1-3 Years work experience supporting a Microsoft environment in a multi-user office setting

Skills and general experience:

Candidates should have strong interpersonal and documentation skills as well as technical skills. Skills needed include:

• Windows XP, Windows 7, Windows 10, Mac OSX

• Microsoft and other desktop productivity applications

• Enterprise level antivirus and desktop management suites

• Strong experience with an Outlook/Exchange environment

• Active Directory Administration (Users, Computers, Printers)

• PC Hardware and peripherals troubleshooting

• Trend analysis and incident reporting

• Network Troubleshooting (DHCP,TCP/IP, VPN)

• ITIL Incident and Problem Management

• IP Telephony endpoint troubleshooting

• Software licensing (volume, network, standalone)

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required

• Ability to absorb and retain information quickly

• Ability to present ideas in user-friendly language

• Highly self-motivated and directed

• Keen attention to detail

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

Benefits begin on the first of the month following your date of hire with a generous portion of medical and dental paid for by BD. You also will get employer paid life insurance, Short and Long Term Disability as well as other wellness benefits, and 401k. BD offers supplemental accident, hospital insurance and pet insurance. Relaxed dress code and a dog friendly office. If your passions are also in the outdoors, then you will also enjoy discounts on industry gear and apparel.

Black Diamond Equipment, Ltd is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex; including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.


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Service Desk Analyst Located At Ut, Salt Lake City - Job Post By: Black Diamond Retail, Inc.

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