We are currently hiring a Service Desk Analyst in Boston, MA .
The Service Desk Analyst provides customer support, service and technical support through analysis and problem resolution to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication tools or over-the-phone support model. This individual must be able to perform help desk activities in a high volume and fast paced environment. The SDA will be responsible for performing daily help desk activities such as answering Automated Call Distribution (ACD) support calls, Zendesk ticket creation and the thorough documentation of all worked issues. The SDA will be responsible for keeping support tickets up-to-date and driving them to closure while ensuring availability in the ACD support line.
What You'll Brew:
- Support
- Provide technical support to BBC employees in all locations, using Windows and MacOS laptops and desktops, iPad tablets, Microsoft Office application suite, cloud based and internal applications
- Provide phone and email support to BBC employees in all locations, provide walk-up, and onsite support for Boston office employees
- Manage work intake by opening, working, or assigning tickets using current ticketing system
- Manage group and individually assigned tickets per published SLA metrics
- Ensure all new hires have the appropriate equipment they need, and all terminated employees turn in their equipment back to BBC
- Participate in a rotating shift schedule to provide extended phone and email coverage
- Assist in fulfilling all hardware and software purchasing requests in a timely, cost-efficient manner
- Conduct team and department presentations during BBC internal training classes
- Monitor and resolve service issues within published SLAs
- Maintenance
- Maintaining the IT Knowledgebase and communicate changes to Service Desk team members and IT support group members
- Maintain automations (Views/Macros/Triggers,Forms) within Zendesk to improve work flow efficiency
- Surveying subset of ticketed cases to ensure proper and consistent use of Help Desk software, that users are getting the best support possible as well as identifying areas for improvement and efficiency
- Responsible for assigning, upgrading, and maintaining hardware inventory; laptops, tablets, printers, and accessories.
- Document
- Document procedures and maintain standards to ensure smooth operation and direction of the Help Desk
- Provide training, documentation, and feedback to 3rd party team members to help improve overall support during non-business hours
- Responsible for ensuring all software is appropriately licensed
What Ingredients You'll Bring:
Minimum Requirements
- 2+ years of relevant troubleshooting experience with hardware and software customer services
- Possess proficiency with Windows desktop operating systems and Microsoft Office tools, including Word, Excel, PowerPoint, Access, Project, and Visio
- Experience managing users and computers in Active Directory
- Knowledge of support tools, ticketing systems and ITIL standards
- Knowledge and experience in troubleshooting IT, e.g., desktop devices, computer hardware, software, audio & visual systems, mobile devices, office equipment, networking, etc.
- Occasional travel (
- Occasional night and/or weekend work
Preferred Qualifications
- Experience with Microsoft System Center or Microsoft Endpoint
- Experience working with a variety of vendors and implementing and supporting multiple products
- Employee may be required to lift and/or move objects up to 50 pounds
Some Perks:
Our people are our most important "ingredient." We hire the best talent; and we reward, develop, and retain them too.
In addition to generous healthcare on day one, stock purchase plan, 401k and more, Full Time Boston Beer Coworkers have the following perks available*:
- Tuition reimbursement
- Fertility/adoption support
- Free financial coaching
- Health & wellness program and discounts
- Professional development & training
- Free beer!
*Talk to your recruiter about eligibility
Boston Beer Corporation is an equal opportunity employer and is committed to a diverse workforce. In order to help ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who wish to request accommodation in the job application process can contact jobs@bostonbeer.com for assistance.