Herman Miller, Inc. Zeeland , MI 49464
You can make a salary. Or you can make a difference. Or you can work as a Service Desk Analyst at Herman Miller and make both.
About this Opportunity
As a Service Desk Analyst, you'll be responsible for being an available resource to the business for recording, routing, and resolving IT-related calls, incidents, requests, and problems. You will also monitor centralized computer systems and take corrective action when a service disruption occurs.
What You'll Do
You'll have opportunities to speak up, solve problems, lead others, and be an owner every day as you...
Assist administrators in troubleshooting by powering on/off computer equipment and subsystems when necessary.
Assist in establishing and maintaining technical documentation and schedules.
Support computer operations.
Enforce data center security and housekeeping guidelines, including vendor access and compliance.
Facilitate inclement weather procedures and participate in disaster prevention/recovery events.
Follow Service Level Agreements (SLAs) to ensure the timely resolution and proper group ownership of incidents.
Identify repetitious incidents and connect them to a problem. You will appropriately route problems for root cause analysis and work to eliminate unnecessary calls.
Manually run batch jobs as requested.
Monitor and report failed batch jobs that have exceeded SLAs to stakeholders.
Monitor and report service disruptions in the infrastructure and facilitate communication to service owners.
Monitor and respond to environmental sensor alerts and work with Security, Facilities, and/or responsible parties within IT to investigate and resolve.
Participate in educational-related events to further your understanding and improve the support process for our business partners.
Perform additional responsibilities as requested to achieve business objectives.
Receive requests from end users and route them through the proper channels for request fulfillment.
Share support information with others on the team to improve the overall end user support experience.
Keep current with the knowledge base and follow documented procedures for the quick resolution of incidents.
Work closely with second level support teams to improve the overall support experience.
Work with business partners through all contact types to resolve incidents.
Sound Like You?
You might be just who we're looking for if you have...
An Associate's degree and two years of experience working on a help desk.
A general technical background.
An advanced knowledge of Microsoft Office products, Lotus Notes, and Windows.
Strong troubleshooting skills.
The ability to be organized and detail-oriented in your work.
Strong interpersonal skills and a customer focus.
Demonstrated strong communication skills.
The ability to effectively use the office automation, communication, software, and tools currently being used in the Herman Miller office environment.
An ability and willingness to cover a 12-hour shift to accomplish business needs.
The ability to perform all essential job functions with or without accommodations.
Who We Are
At Herman Miller, our unique culture represents the collective attitudes, ideas, and experiences of the people who work here. We focus on protecting the environment, impacting our communities, exceeding the expectations of our customers through high quality products, and championing diversity in all areas of the business, and together we are on a journey toward a better world. We support the well-being of our employees in and outside of work by providing a variety of opportunities including award-winning work-life integration resources, development programs, complex health and wellness offerings, and much more.
Herman Miller is a globally recognized provider of furnishings and related technologies and services. Headquartered in West Michigan, we have relied on innovative design for over 100 years to solve problems for people wherever they work, live, learn, and heal.
Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.