IT Service Desk Analyst II

at  San Manuel Band of Mission Indians

Under the supervision of the IT Operations Supervisor, the Service Desk Analyst II provides quick resolutions to end-user IT issues and requests. This includes identifying, writing, and enacting Service Desk scripts, help aids, guides, and online solutions for common end-user problems. This role addresses issues escalated due to complexity and provides informal training on the use of personal computers (PCs) and associated adjuncts. The Service Desk Analyst II provides full-scale user support, including addressing over-the-phone and walk-in requests, utilizing screen sharing or remote-control options, and facilitating live chat or email support. In addition, the Service Desk Analyst II delivers training to the Service Desk Analyst I role, and acts as an escalation point prior to Level II & Level III support.

EDUCATION/EXPERIENCE/QUALIFICATIONS

• High School Diploma or GED required.
• Associate degree in computer science or related field is preferred.
• Minimum two (2) years of related IT work experience required.
• Minimum one (1) year of general Service Desk experience in an enterprise environment is required.
• Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Must possess excellent customer service, and written/oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Experience working in Casino or Gaming industry is preferred.
• Familiarity with Infrastructure, Messaging, Security, and Mobility platforms desirable.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Must be able 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.
• Experience working in a team-oriented, collaborative environment.
• Ability to work assigned shift (day/swing/graveyard).

1. Acts as an escalation point for advanced technical requests prior to escalating to upper-level support. Escalates incidents with accurate documentation to the appropriate technician or vendor.
2. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service.
3. Mentors other Service Desk personnel and provides technical guidance on proper policies and procedures. Analyzes and forwards support issues that require escalation to upper support tiers via the IT Service management platform.
4. Develops knowledge base articles for frequent issues and requests for both IT team members and end users. Designs and updates Service Desk documentation and procedures.
5. Troubleshoots and resolves end-user computing system and application issues including software, hardware, and access problems.
6. Creates new user credential documentation and supports team member onboarding for IT systems.
7. Researches solutions through internal and external knowledgebase as needed. Identifies and learns appropriate software and hardware used and supported by the organization.
8. Educates team members on the proper use of hardware, software, and authentication methods by providing informal on-the-spot or over-the-phone training.
9. Performs other duties as assigned to support the efficient operation of the department.