IT Service Desk Analyst

The IT Service Desk Analyst is responsible for delivering world class support services across EF's North American entities and its affiliates. This position will be a part of our North American IT organization and will work closely with our Denver Office Life and Services team to provide support for our onsite facilities work.

Using the Information Technology Service Management suite provided, this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow up of service requests/incidents.

This IT Service Desk Analyst will interact with all levels of EF colleagues and thus must have superior customer relations and communications skills. This individual must be skilled in both customer service and various information technology areas. On a day-to-day basis, they will ensure proper operation and support of PC's, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires a growth-mindset and should approach work with an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.

Primary Responsibilities:

IT Service Desk

• Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders or alerts by creating an incident/request using the IT Service Management suite provided in an effective manner; maintaining and ensuring accuracy of all logged information.

• Responsible for Level/Tier 1 support providing basic to intermediate support. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with EF needs.

• Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to Senior Service Desk Analyst for incidents/requests that require elevated support.

• Diagnose and resolve simple to moderately difficult desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.

• Demonstrates an understanding of network-related activities and support, including but not limited IP addressing, DHCP, and DNS.

• Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, may be asked to train other IT colleagues.

• Acquires an understanding of EF centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations.

• Acquires an understanding of best practices regarding IT security in order to quickly identify potential business impacting vulnerabilities / threats.

• Contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.

• Responsible for hosting, initiating, and contributing to the Critical Incident Management process.

Onsite Facilities:

• Work closely with our Office Life & Services team in Denver to support facilities projects and keep office up to date and well organized

• Support projects as they arise that include, but are not limited to, building issues, handling shipping requests, employee desk setups and moves, building relationships with external vendors, printer support and set up, supporting office-wide network issues

Required Qualifications:

• High School diploma or GED required.

• 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in a Microsoft Windows / Microsoft 365 / Azure Active Directory environment.

• Interest in supporting facilities-based projects with the ability to carry and lift items such as, but not limited to, heavy boxes; monitors/screens; office furniture.

• Advanced Knowledge of various Operating systems (OS) such as Windows 10/11 and macOS as well as knowledge of various mobile devices, such as: iOS and Android platforms. Knowledge of networking fundamentals and solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) Solid experience with Microsoft Office 365.

• Knowledge and experience with ITSM systems such as Fresh Service or Salesforce. May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.

• Advanced technical computer skills as required for technical support specific to functional area and related systems.

• Superb Customer Service skill is a must!

Preferred Qualifications:

• Knowledge of Lenovo, Apple, Cisco and Canon hardware is desirable.

Why you'll love working here:

Work in our beautiful Denver office where you'll enjoy comprehensive professional development, frequent social programming, and employee-run DEIB Resource Groups and clubs. You can expect:

• Four weeks paid vacation, ten paid holidays & two floating holidays.

• Robust professional growth opportunities including monthly trainings, workshops, and inspiring talks with global leaders and experts.

• 25% company match on your 401(k) contribution.

• Excellent medical, dental, and vision coverage, along with life and disability insurance.

• Paid international business travel.

• Wellness benefits and a yearly fitness reimbursement.

• EF program discounts include travel, language schools, childcare, and more.

• Dependent care, healthcare, and commuter flexible spending accounts (FSAs).

• Discounts at local venues and businesses.

• Compensation: $50,000 annually or commensurate with experience for this level

• Scheduled Hours: 40

• Work Shift: Monday-Friday 9:00AM to 5:30PM

• Office Policy: Full-time Onsite Monday to Friday

Application Deadline: Monday, May 13, 2024

About EF Education First

At EF, we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and themselves. Our culturally immersive education programs, focused on language, travel, cultural exchange, and academics, turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about, we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer, and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, parental status, identity, experience, and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more. Learn more at https://ef.com.