Help Desk Support

OverviewEstablished in 2005 and based in Charlotte, North Carolina, Snap One is a manufacturer and exclusive source of A/V, security, control, networking, and remote management products for professional integrators. An industry leader in the pro-install channel, Snap One helps integrators build their businesses by providing a wide range of high-quality products, easily accessible through an intuitive website and backed by award-winning service and support. With a vast catalogue of today’s most popular brands, Snap One is the premier choice for professional installers across the globe. With 28 pro stores in the US, Snap One blends the benefits of ecommerce with the convenience of local stores. Additional information about Snap One and its products can be found at www.snapone.com.The IT Service Analyst I will report to the Service Desk Supervisor and will be a member of a larger team supporting, implementing, procuring, configuring, and maintaining end-user hardware and peripherals. The IT Service Analyst I is a professional, proactive self-starter who has sound problem-solving skills with great attention to detail. The candidate must be comfortable working in a fast-paced, entrepreneurial environment that is goal-oriented and emphasizes accountability for delivering results.Responsibilities* Provide amazing customer service.* Communicates effectively in written and verbal form in a large team, departmental, or global setting.* Ability to follow standard operating procedures and established processes.* Take ownership of requests and see them through to successful resolution within the defined SLA.* Handle onboarding and offboarding requests* Setup hardware and peripherals for Employees.* Provide IT orientation to new hires with information on their new hardware, operating system, peripherals, and how to access the various resources that access has been provided to.* Provide timely hardware, operating system, and software support by diagnosing and resolving issues both in-person and remotely for Employees.* Provide support, training, and assistance for audio visual equipment in conference rooms, in open use areas and for company meetings.* Perform routine maintenance on equipment.* Make recommendations for technical knowledge articles, based on trending issues reported from the Organization.* Utilize the Service Management platform to document work performed, including time spent, on Incidents and Service Requests, escalate issues, route tickets appropriately, and track inventory.* Provide users with proper, timely communication, feedback, and assurance.* Focus on meeting and exceeding current SLA’s, most importantly maintaining a high level of customer satisfaction.* Participate in management-directed training to assist with continued skill-development.QualificationsRequired Qualifications* Associates degree or equivalent.* Requires 0-2 years of experience.* Knowledge of Windows 7/10, Mac OS, Apple IOS & Android operating systems.* Dell and Apple hardware knowledge.* Familiarity of Active Directory.* Familiarity using audio and video equipment.* Familiarity with networked, local and large format printers.* Ability to work within a Global Team environment.* Ability to triage issues by asking questions to determine the full scope, provide a solution using sound problem-solving technique, and escalate accordingly.* Ability to recommend support documentation for the knowledge base.* Basic knowledge of working with a Service Management platform.* Basic working knowledge of Office365 and Modern Workplace.Preferred Qualifications* Jira/Confluence experience* Microsoft Office365 experience.* ITIL Service Management platform experience.