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8 Nov 2019

Full-Time Service Desk Analyst

RecruitDQ – Posted by RecruitDQ Columbia, South Carolina, United States

Job Description

The DentaQuest Information Technology Service Desk provides enterprise support for employees, contractors and consultants via a 3-tiered model with staff resources distributed amongst their locations in Massachusetts, Wisconsin, Florida, Texas, South Carolina, and Westborough. The SD Associate 1 will perform traditional Helpdesk and desktop hardware/software support and deployments. The Service Desk team also participates in project deployments as necessary.

Tier 2 level IT Support typically engineer desktop solutions/images, provide advanced desktop hardware/software administration and support, and performs basic network diagnostic and administrative tasks. They too will participate in projects as needed for developing desktop deployment strategies.

Tier 3 level IT support is provided by subject matter experts and engineers from other specific disciplines within information technology and the organization – such as Network Engineering, Data Center Operations, Virtualization, Unix, Database management, Applications Development, etc.

The Service Desk Assoc. II position Under limited supervision will triage and provide first level support for Service Desk Incidents and requests for the DentaQuest enterprise reported by phone and/or ServiceNow self-services.

There will be phone support as part of the role prompt first call resolution; proper routing to Tier 2/3 IT support; some administration of user accounts and application security.

This position will also be very much hands on, assisting in deployments of desktop hardware or floor support

Additionally, candidates for this position should be able to leverage a deeper knowledge and understanding of company desktop systems and solutions; more advanced troubleshooting skills to extend the range of first level support for Service Desk issues and requests addressed independently, as well as assist in the mentoring/training of Service Desk Assoc. I staff.

This position is expected to meet high standards for customer service and professionalism, adhering to established Service Desk workflows and procedures, creating or keeping current comprehensive documentation for all systems or processes affected.


Service Levels -Independently and/or at direction of End User Services Manager or senior (level III) SD staff – address client/employee Problems/Incidents According to SLA timeframes
Triage support requests in an efficient and timely manner – resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff.
Create and maintain documentation for 1st level support solutions and processes.
Create and maintain instructional documentation for end users.
Assist with hardware deployments and support when called upon.
Other duties as assigned.


High School Diploma or higher is required
2+ years’ professional experience in a Helpdesk or Level 1 support role
Call/help desk coverage required on a scheduled basis
Limited Travel(up to 10%) may be required for projects or to support other offices

IT Degree or certification preferred, some additional IT training expected at this level
Desire/aptitude to document problem solutions for use/review by customers and other IT support.
Communication/Documentation – Must possess high functioning customer service skills and be able to communicate technical problems/solutions to a non-technical customer over the phone and in person.
Proficiency with recent Microsoft desktop Operating Systems and Office Suites.
Demonstrated ability to successfully interface with clients with a professional and positive approach to problem resolution.
Ability to take direction, and to work well independently and in a team environment.
Ability to work under pressure and in very dynamic environment
Desire to work with and learn new/changing technology.
Maintain the desktop/IT space and inventory


Position requires participation in on-site coverage schedule with flexibility expected for handling off-schedule service incidents.
Requires the effective use of all office equipment including, but not limited to, telephone, computers, printers, and fax machines.
Requires occasional crawling, crouching, working under workstations and in crawl spaces.
Occasional lifting of equipment up to 50 pounds is required.
The MIS area is in a wheelchair accessible building. The office environment is active with high voice levels and interruptions that may challenge hearing and concentration.

How to Apply

Job Types: Full-Time.

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