IT Support Analyst

The Service Desk Technician’s role is to ensure proper end users’ computer operations so that they can efficiently succeed at their job requirements. The Service Desk Technician will be the part of a team that is the primary point for answering, prioritizing, documenting, and actively resolving all end user service requests. Problem solving will involve the use of diagnostic and service desk tracking tools as well as providing both in-person and over the phone hands-on assistance. It will be imperative to schedule and prioritize work load as this role will be faced with many simultaneous projects. In this role you will work with various departments within White Lodging, including but not limited to, Infrastructure, Software Development, New Hotel Openings, Security, and Hotel Projects. You will report directly to the Director of Service Desk.

* Field incoming service requests from end users via both telephone and email in a courteous and professional manner

* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

* Prioritize and schedule problem resolutions. Escalate problems, as required, to the appropriate technician

* Record, track, and document requested problem solving efforts, including all successful and unsuccessful decisions made and actions taken

* Identify and learn appropriate software and hardware used and supported by the organization

* Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications

* Test fixes to ensure problem has been adequately resolved

* Perform post-resolution follow-ups to help requests

* Find creative ways to continuously improve the end user experience.

COMPETENCIES

* Intelligence

* Analysis Skills

* Accountability

* Energy

* Resourcefulness

* Integrity

* Tenacity

* Written Communication

* Oral Communication

SKILLS

* Knowledge of basic computer hardware, network switches, LAN and WAN

* Knowledge of basic diagnostic utilities

* Strong interpersonal skills, with a focus on listening and questioning skills

* Strong documentation skills

* Able to absorb and retain information quickly

* Detail oriented

* Proven analytical problem solving abilities

* Working knowledge of MS desktop operating systems

* Knowledge of MS Office product line

* Knowledge of imaging/patching with SCCM and like systems

* Knowledge of ITIL and HEAT incident management tool a plus.

EDUCATION/EXPERIENCE

* Three or more years of IT help desk experience

WORKING CONDITIONS

* Work will be conducted in the White Lodging corporate office in Merrillville, IN.

* Work will be primarily be done at a desk with computer and monitor.

* There will be interaction with other staff members.

* There will be some opportunity for travel.