Associate Service Desk Analyst (Hybrid - GA or PA)

The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests.

Answers incoming telephone, voicemail, e-mail and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows administration, Citrix, and remote connection support

Recognizes problems, researches, isolates, resolves and follows‐up, as well as logs and tracks calls using an incident management tracking tool

Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications

Responsible for after hour, on call support for Enterprise IT escalations

Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service

Manages their own queue and resolves the issue within the established SLA.

Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams

Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non‐dispatched)

Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst)

Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions

Minimum Qualifications

0+ years of experience w/High School

Additional Experience

Experience in level one (helpdesk support) in Windows based environments

Knowledge, Skills, Abilities

Detail oriented and problem-solving capabilities

Thorough knowledge of industry best practice of system/software principles, procedures and methodologies

Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environments

Strong analytical and quantitative skills to resolve difficult problems

Partner with the business to identify, document and prioritize business requirements

Ability to prepare various forms of reports, correspondence and presentations using data visualization techniques

Work within various SDLC methodologies (waterfall, iterative, agile)

Ability to quickly extract and communicate key insights from complex data and details

Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 16. $45,400 - $95,000

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay 
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations  This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.

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