Service Desk Analyst Job Listing at Foth in Green Bay, WI

Foth is a consulting engineering, science and construction services firm delivering technical solutions for public and private clients around the corner and around the globe. We are currently seeking a self-directed, results-oriented Service Desk Analyst for our Green Bay, WI location.

This person will monitor the Service Desk queue, serve as the liaison between the requestor and technician, and perform all actions necessary for providing process efficiency and user productivity in the Service Desk area, including providing technical guidance to other Service Desk staff.

PRIMARY RESPONSIBILITIES

• Oversee first call support and ensure the Service Desk is properly staffed for defined service hours and levels, answer calls when needed



• Perform defined triage on calls to maintain a high level of initial call close out



• Perform basic troubleshooting of network, hardware, and software issues; track, record and report issues in service incident management system



• Ensure proper prioritization, recording, and monitoring of service incidents



• Assist in identifying, researching, diagnosing and resolving complex technical problems



• Coordinate other resources to drive resolution of priority technical problems



• Analyze incident data, surveys, and other sources of information to recognize patterns and trends that identify problems or user training needs, and take appropriate action


• Train members on various technical issues as appropriate



• Document processes to provide continuity of service for other Service Desk staff



• Act as an escalation point for incident exceptions



• Develop and track Service Desk metrics



• Perform desk top support activities as needed



• Properly address Service Desk incidents related to activities outside of IT (e.g., facilities related issues, HR, accounting)



• Send communication regarding service incidents



• Follow up with users to ensure client satisfaction on closed service tickets



• Adjust work schedule to meet service needs; provide after-hours support as needed



• Demonstrate strong interpersonal, oral, and written communication skills



• Demonstrate behavior consistent with Foth Basic Principles and Values



• Work collaboratively and build effective relationships with others



• Communicate effectively across all levels within organization



• Maintain a positive attitude



• Travel as required for client or business objectives

REQUIRED QUALIFICATIONS

• Bachelor's Degree in Computer Science (or related program) or equivalent combination of advanced education and experience


• Minimum of 7 years experience in an IT Support role



• Previous experience with:
  
  
  
  
  • Incident management software

  
  
  • Resolving network, hardware, and software issues

  
  
  
  
  
  
  • MS Office products

  
  
  
  

PREFERRED QUALIFICATIONS

• Previous experience with:
  
  
  
  
  • Serving in a Service Desk leadership role

  
  
  • Networks, diagrams, and servers

  
  
  • Building database queries

  
  
  • Advanced functions with MS Office products

  
  
  • Desk Top support and deployment

  
  
  
  

Foth is an employer of choice, offering an attractive compensation/benefits package and a formalized professional development program. If you are committed to making the most of your career with a progressive, values-based firm, we look forward to receiving your resume!

The Employment Experience at Foth as described by our current members:

Balance - Foth is organized and operates in a manner that balances the needs of four important contributors to its success: clients, members, suppliers, and the organization itself. The basic needs of these four entities are fulfilled in a manner that represents a benefit to all parties.

Sense of Belonging - Our members have a sense of belonging to a valued enterprise and contributing to the greater good of our communities and society in general. We care for each others' well being, and celebrate the technical challenges we overcome together on behalf of our clients.

Part of a Successful Team - Through effective collaboration, our clients, suppliers, individual members, and our organization are all successful.  We are proud of the great reputation Foth has in its markets and its communities.

Professional Personal Growth Opportunities - The organization invests a percentage of its profits in providing members with multiple career advancement and professional development opportunities. Our career development program provides members a clear line of sight towards future opportunities, effective on-the-job coaching and mentoring relationships, and the member's full partnership in their own development.

Performance-Based Culture - Individual and team contributions are meaningfully recognized.  Compensation is competitive within the market and extraordinary performance is rewarded with career and growth opportunities as well as greater levels of compensation and ownership in the firm.

Dynamic Learning Environment - The work environment and work schedule support member development and continuous learning.  We value sharing of knowledge, independent thinking in the performance of our client work, and continual improvement in the intellectual capital of all of our members and our organization.

Personal Responsibility - Our members are proud of the quality work produced and take personal responsibility to deliver high quality work according to the commitments we make and actively sustain our values and our culture.

Individual Influence - Our members know how they contribute to the big picture - the flat, client-centered structure of the organization allows individuals to be actively involved in setting the direction of their work teams.

All Foth Companies are EEO/AA employers and all locations are tobacco-free.