Service Desk Analyst

Serves as an initial point of contact for all technical issues, providing troubleshooting, analysis, and initial triage of all technology related issues and requests. Resolves technical issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. Installs and maintains IT hardware and software for the organization (Workstations, Laptops, Printers, etc.). Coordinates the maintenance, repair and replacement of hardware.

Works under close supervision.

• Efficiently manage phone calls, tickets, emails, and walk-in issues. Identify the root cause of technical problems remotely, resolving them or escalating when necessary, and perform triage as required
• Provides entry level hardware and software support for computers, tablets, phone, printers and other technical devices
• Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately
• Clearly communicates technical solutions in a user-friendly and professional manner
• Install and support Roseburg’s business applications
• Logs and fully documents all issues and follow-up information within Service Now ticket tracking software
• Planned and break / fix deployments of IT related hardware, user data migration, application discovery and migration, and hardware support and/or setup
• Provide on-site troubleshooting assistance for Network and Systems teams for the WRO and Dillard Complex (Network, Servers, Critical Systems)
• Follow SLAs to ensure initial response and timely resolution for tickets
• Supports management of IT inventory supplies and IT checkout laptop stock to provide the business with required hardware on demand
• Provide Service Desk coverage on a set Monday through Friday schedule occasionally assisting with projects outside of standard business hours
• Work towards / train on Tier 2 responsibilities
• Other duties, assignments or projects as assigned
• Models company core values

• Associate’s degree in a computer science related field or a minimum of 2 years of working experience that is sufficient to successfully perform job duties
• Communicate clearly and concisely, both orally and written
• Knowledge of Microsoft Windows 7, Windows 10, and domain environments
• Proficient with Microsoft Office 365
• Excellent customer service skills and the ability to support users with all levels of technical knowledge

• Knowledge of ITIL best practices
• Experience using ticket tracking software
• Knowledge of Cisco video conference technologies
• A+ or CompTIA Certifications

Founded in 1936, Roseburg Forest Products is a privately held company based in Springfield, Oregon. With a legacy in sustainable forestry and innovative wood products manufacturing, we are a leading North American producer of engineered wood, exterior trim, plywood, lumber, and medium density fiberboard (MDF). Our products shape and support homes, workplaces, and industries, while our timberlands protect forest health for future generations and provide high-quality wood fiber for our integrated operations.

At Roseburg, we believe in making lives better from the ground up through the products we create, the relationships we build, and the communities we support. Our team of passionate professionals value safety, integrity, and excellence in all we do. From the mill to the forest to the office, you’ll find opportunities to grow and contribute to a company that cares for people, communities, and the environment.

Learn more about who we are and what we do at

Roseburg offers a comprehensive and competitive benefits package to support the health, financial security, and well-being of our team members and their families. Key benefits include:

• Bonus opportunities based on company and individual performance
• 401(k) with up to 4% company match and 3% automatic company contribution
• Vacation starting at 3 weeks and 11 paid holidays per year
• Company-sponsored medical, dental, and vision insurance
• Company-paid life, AD&D, and long-term disability insurance options
• Mental health benefits for the entire family, including 8 free annual sessions per person
• Wellness programs and incentives
  , including biometric screenings & wellness challenges
• Paid time away from work for illness or injury, as well as paid parental bonding time
• Health Savings Account (HSA) with company contributions and Flexible Spending Account (FSA) options
• Company matchfor charitable contributions
• Education assistance and professional development support
• Financial and retirement counseling
• Additional voluntary benefits including pet insurance, student loan refinancing, and exclusive scholarships for child dependents, and more!

AN EQUAL OPPORTUNITY EMPLOYER INCLUDING DISABILITY AND VETERANS