Reference #: 2229
JOB DESCRIPTIONThe Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Support Center, which is the enterprise single point of contact for handling IT incidents and service requests.RESPONSIBILITIESAnswers incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with computer-related technologies such as Windows administration, Citrix, and remote connection support
Recognizes problems, researches, isolates, resolves and follows-up, as well as logs and tracks calls using an incident management tracking tool
Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications
Responsible for after hour, on call support for Enterprise IT escalations
Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service
Manages their own queue and resolves the issue within the established SLA.
Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams
Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non-dispatched)
Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)
Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functionsQUALIFICATIONSHigh School diploma or equivalent required
Experience in level one (helpdesk support) in Windows based environments
Detail oriented and problem-solving capabilities
Thorough knowledge of industry best practice of system/software principles, procedures and methodologies
Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments
Strong analytical and quantitative skills to resolve difficult problems
Partner with the business to identify, document and prioritize business requirements
Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques
Work within various SDLC methodologies (waterfall, iterative, agile)
Ability to quickly extract and communicate key insights from complex data and details
Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook
Base Pay InformationThe national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $45,400 - $95,000ADDITIONAL INFORMATIONBehind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:Competitive base and incentive pay
401(k) with robust matching and non-matching contributions
Rich medical & pharmacy benefits
100% employer-paid dental and vision benefits
Holistic wellbeing program with deep financial incentives
Generous paid time off plus 12 paid holidays and your birthday off
Culture of growth and learning: career development; tuition reimbursement; recognition program
Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
Social responsibility and volunteer opportunities
Employee discount program
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Please note, Delta Dental will not sponsor applicants for work visas for this position.#LI-HybridABOUT THE TEAMAt Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia,
