Service Desk Analyst

Job Description

To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.

Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, Docu Ware, Print Audit, and Papercut.

While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service are trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education.

We help our clients discover the best practices to approach their problems.

We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

The Service Desk Analyst will provide phone, remote & email-based, first-level technical support to staff and faculty for the Iowa Central Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.

• Provides excellent customer service to all Iowa Central Community College staff and students
• Answers incoming phone calls promptly and pleasantly
• Utilize effective troubleshooting skills, tools, and communication with end users to resolve First Call Resolution issues
• Responds quickly and professionally to requests through the Customer Support Service Desk
• Scheduling Service Request Team through data entry in a team environment
• Maintains confidentiality for students, faculty, and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators, and the general public
• Displays a positive, friendly, and respectful attitude toward customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
• Associate degree or Certificate/Diploma in computer science or a related field
• Strong knowledge of Microsoft-based operating systems and software, with an emphasis on Windows 7, Windows 10, and Office 2016

• Basic Active Directory Administration experience
• Experience with ITIL methodology
• Experience supporting Higher Education staff and faculty
• Experience supporting end users utilizing Macintosh operating systems
• Experience supporting end users utilizing educational/presentation technology peripherals
• Experience supporting end users utilizing Microsoft Share Point

• Health, Dental, and Vision insurance
• Paid premiums for Short Term Disability/Long Term Disability Insurance
• Paid $10,000 Life Insurance policy
• Section 125 Flex Spending Account
• 401(K) Retirement Plan
• Vacation Pay
• Paid Time Off
• Holiday Pay
• Employee Assistance Program