Service Desk Analyst

Job Type Full-time Description TITLE: Service Desk Analyst JOB FAMILY:

Service Desk DEPARTMENT: 937 GO-IT End User Services REPORTS TO: Manager of Service Desk PAY GRADE & FLSA: 5; Non-exempt JOB SUMMARY: The Service Desk Analyst is responsible for meeting and exceeding internal customer expectations by resolving technology related requests and problems in a professional and timely manner.

This role will answer calls, emails and chats from all company locations and will follow-up with internal customers after the work order has been resolved. The Service Desk Analyst is also responsible for IT operational functions including forms processing and tracking, application management and creating documentation. This position can be located in any of the QCRH locations.

ESSENTIAL FUNCTIONS: Provide professional and timely service to internal customers and colleagues while resolving desktop, mobile device and other support issues. Utilize a suite of remote management tools to resolve end-user PC issues.

Engage with other teams and departments on projects, systems, or applications requiring a working knowledge of various programming languages. Collaborate with multiple IT teams in troubleshooting and researching IT projects and requests. Create application prototypes or systems requiring a working knowledge of available programming languages.

Document all work completed on customer incidents in an IT Service Management tool. Document all significant escalation technical contributions to an approved knowledge management solution. Provide written standard work and knowledge base articles pertaining to the IT Service Desk.

Meet published response times for Tier 1. Escalate incidents to support teams to ensure end-user resolution. Track escalated incidents and communicates resolution to provide closure for the end-user when applicable.

Utilize follow-up communication to solicit feedback from end-users to verify accuracy of the services provided. Maintain confidentiality regarding employee, company, and end-user information. Comply with all company or regulatory policies, procedures and requirements that are applicable to this position Foster and preserve a culture of diversity, equity, and inclusion.

Additional duties and responsibilities may be required to support the company's mission, vision and values. QUALIFICATIONS: Bachelor's degree in information systems or computer science or equivalent experience required. Related certifications are a plus.

Demonstrated experience in customer service. Excellent interpersonal and written communication skills. Advanced knowledge of computer hardware, printers, and mobile devices.

Advanced knowledge of Microsoft Windows Operating Systems, Microsoft Office products, and other end-user applications. Capability to work and collaborate with a variety of individuals and groups in a constructive and professional manner. Capability to prioritize and execute a variety of tasks simultaneously, at times in a fast-paced environment.

WORKING CONDITIONS: Duties are performed in a professional office environment. Prolonged periods sitting at a desk and working on a computer.

At QCR Holdings, Inc. we are committed to fostering and preserving a culture of diversity, equity, and inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger. QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status. It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.