We heard you knock! The Service Desk Analyst is responsible for providing a high level of customer service to Masonite IT users who are experiencing technical issues or who need IT services.  This individual should possess level 1-2 engineering skills in laptop, tablet, desktop, wireless, mobile devices, system access, basic security and printer technologies.
Functional Competencies
• A self-motivated person who is able to work both independently and under supervision
• Able to maintain a positive and cooperative attitude in sometimes stressful situations
• Willing to work as part of a team and share responsibilities when needed
• Demonstrates change agility around environment and technology
• Stay current on new technologies
• Able to communicate effectively with internal customers
Essential Day-to-Day Responsibilities
• Ability to effectively communicate with customers over the phone and help them resolve issues.
• Correctly fill out tickets generated by the Masonite ticketing system
• Ability to use monitoring systems to determine root causes that result in customer issues.
• Effective use of existing troubleshooting tools to quickly resolve issues
• Ability to follow Infrastructure Solution Design established by Tier 3 Engineering Staff.
• Provide off hours support as needed for reasonable period after engagement typically one weekend per month.
• The ability to occasionally work overtime where required.
Associates Degree in Computer Science, MIS or related field of study; or any equivalent combination of relevant experience, education and training.
• At least 2 years’ experience with management of Windows 2007/2010 and related software
• At least 2 years’ experience with Microsoft Office and Outlook
• At least 1-year prior experience with IT Ticketing Systems
• At least 1-year prior experience working on laptops, desktops & tablets
• Ability to maintain a profession demeanor when troubleshooting issues
• Handled Tickets while working on a Call Center
• Bilingual in French or Spanish and English (read, write, speak fluently)
Open to extraordinary! Job Type: Full time