Staff Support Analyst

Purpose:

Are you well-organized, focused, and enjoy problem solving? If so, this is the opportunity for you. We are the Single Point of Contact (SPOC) between end users and the Information Services organization. You will provide support relating to common incidents and serve as the first contact for any system-related issue. Our objectives are to improve service availability and restore service whenever possible, as quickly as possible. The Service Desk is dynamic environment with new solutions, software, hardware, processes, and procedures deployed at a rapid pace. The solutions impact how daily work is completed and how support is provided. You will work closely with everyone in the IS department and be compatible with the business user via support center responsibilities. You will respond to emails, phone calls, and Microsoft Teams chats from employees and customers seeking help with software or computer-related issues. You must maintain a high level of customer service at all times.
Responsibilities:

The key responsibilities you will have in the role include:

• Act as the frontline for all computer and system related concerns from clients or other employees.
• Assist management in crafting training materials pertaining to computer troubleshooting.
• New Hire Onboarding with configuration of new computers, accounts, and new hire orientations.
• Effective Communication with (written and orally) with internal and external partners, management, and external vendors.
• Outstanding hands-on and phone customer service skills allowing for a positive customer service experience. Positive and upbeat demeanor.
• Establish goals and report status of your efforts to your manager.
• Log incidents and requests in ticketing system, maintain SLA. Drive the team when critical incidents are recorded through resolve.
• Monitor and run automated production job scheduling.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; advance problems to appropriate individual/group.
• Ability to conduct research into PC and software issues and products as required.
• Monitor and maintain computer systems and networks.
• Team oriented and work well independently.
• On-call and/or work outside of normal business hours may be required.

Education & Experience:

You will need to possess the following qualifications:

• Two-Year Associate or BA/BS degree required.
• Excellent problem solving and analytical skills. Moderate PC/laptop/mobile device troubleshooting skills.
• Must have a good attention to detail.
• Experience working with different operating systems including Windows and Mac OS a plus.
• Experience with support and troubleshooting of Microsoft Office365 suite (Excel, Word, Teams, OneDrive, etc.)
• Familiarity with desktop or server operating systems, various software applications, and PC hardware. Knowledge of networks, servers, storage.

Equal Opportunity Statement

At Delta Faucet Company, we view diversity as a mosaic of thoughts and perspectives that come from people's varied cultural backgrounds, experiences, education, career paths and other influences that make each of us unique. For us, inclusion means welcoming differing opinions, collaborating, allowing people to come to work as who they are and recognizing everyone's contributions. We know that in a diverse, inclusive company, ideas flow freely, all voices are heard and all perspectives are valued. Delta Faucet Company continuously strives to be this kind of organization. Diversity and Inclusion (D&I) supports our inherent values, makes us more relevant to customers and consumers and inspires innovation. It is not a goal or a program; it is a vital ingredient in our formula for success and a key to our future growth.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Company: Delta Faucet Company

Shift 2 (United States of America)

Full time

Delta Faucet Company (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Delta Faucet Company is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish

#LI-Remote