Help Desk Analyst

at  BrightView Landscapes

Description
At BrightView, the best teams are created and maintained here. If you are searching for your next fulfilling career, picture yourself on a best-in-class team where you can grow to be your brightest. We’re looking for a Help Desk Analyst. Can you picture yourself here?

HERE’S WHAT TO KNOW ABOUT WORKING HERE:

Here at BrightView, we’re as passionate about caring for our clients as we are about caring for each other. Though we’re the nation’s leading landscape company, we maintain a small company feel and supportive environment that makes our team members feel at home.
If you’re looking to join a team of talented go-getters who tackle big vision projects other companies could only dream of, you just might have found your match. With our range of services, including landscape design, development, maintenance and enhancements, there’s no limit to what we can do, and what you can achieve.

HERE’S WHAT YOU’D DO:

The Help Desk Analyst provides world class technical support by phone, email, and in-person to approximately 12,000 team members across the nation. This position utilizes strong triage skills to promptly resolve reported problems from team members located in corporate- and field-office locations and strives to achieve a high first call resolution rate while tracking all customer interactions in the IT Service Management system.

YOU’D BE RESPONSIBLE FOR:

• Adhere to company security standards and practices
• Establish new system accounts, modify access, reset passwords, and assist with other control processes.
• Track all requests, incidents, and problems via Service-Now; distribute requests appropriately to other IT units for resolution.
• Support remote mobile device wipes, user transfers and carrier activations
• Process requests for new iPhones and iPads device setups
• Provide tier II support for issues with increased technical difficulty
• Support BrightView business applications by following knowledge base guides and best practices for a wide variety of tools and solutions across Brightview’s different entities.
• Triage and evaluate security incident reports such as fraudulent e-mail, support prompt password resets in the event of account compromises and provide on the spot awareness training to customers as needed.
• Support basic branch network triage and escalate and coordinate with IT Infrastructure and Application team members to resolve complex problem reports.