IT Service Desk Analyst

at  Protolabs

BE YOURSELF AT PROTOLABS

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

WE ARE TRANSFORMING THE MANUFACTURING INDUSTRY AND ARE ON THE LOOKOUT FOR THE MAKERS, THE DOERS AND THE RE-THINKERS!

Join Our Team as an IT Service Desk Analyst – Amsterdam
Are you passionate about IT support and problem-solving? We’re looking for an IT Service Desk Analyst responsible for providing support to end users for computer, application, system, device, access, and hardware issues. This role involves identifying, researching, and resolving technical problems of moderate complexity. You will respond to technical support requests via telephone, email, and online channels while documenting, tracking, and monitoring issues using applicable systems and tools. Additionally, you may coordinate with other teams or departments to resolve user problems.

PREFERRED QUALIFICATIONS:

• Associate’s Degree in Information Technology
• IT experience in a business environment
• Background in IT and/or technical education with a passion for technology outside of education (Trade/Technical Schools)
• Experience using: Image deployments system, active directory, exchange, Windows 11, Apple OSX, ticketing systems, networking, VOIP Telephony, JAMF

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of large systems/software management (Ideally JAMF and/or SCCM)
• Proficiency with ITIL-based ticketing systems (Ivanti ITSM/Service Now)
• Strong ability to architect, document, improve, and train on technical processes
• Familiarity with cloud services (O365, AWS, Google Workspaces) and traditional enterprise systems (exchange, active directory, DHCP/DNS)
• Passion for creative problem-solving and the ability to learn new things in a fast passed industry
• Excellent communication and collaboration skills
• Good customer service skills
• Team player, works well with department teams and external departments
• Entry level technical knowledge + troubleshooting skills
• Detail oriented, able to follow direction and process
• Strong willingness to learn
• Ability to prioritize and stay organized with a LOT going on

• Resolve IT Helpdesk tickets as they come in or triage / escalate them to proper department
• Handle account creations and first tier level remote support
• Maintain/update process documentation pertaining to group
• Escalate or triage user problems
• Provide on call after business hours support as part of a rotating schedule
• Partner with other team members on larger projects