IT Service Desk Analyst Tier 2

About the Role: We are looking for a Service Desk Analyst to join our IT operations team in US. In this role, you will be responsible for providing technical support and assistance to end-users, resolving IT-related issues, and ensuring the efficient operation of IT resources. This role involves responding to service requests, diagnosing, and resolving problems, and maintaining a high level of customer satisfaction.

This position will be located at any of our facilities in Phoenix or Flagstaff, Arizona, or in Elkton, Maryland, with the possibility of a hybrid remote work arrangement, depending upon the responsibilities of the role and business needs.

Responsibilities:

• Deliver active and engaged IT service desk support to our end-users
• Adhere to all procedures related to the function's execution within the IT QMS
• Achieve outstanding customer support: triage, diagnose, isolate, and respond to issues via remote access, email, phone, chat and in person
• Participate in backup support for lower Tiers during periods of high volume, handle incoming end user contacts, mentor, coach, train, and aid in incident resolution and/or request fulfillment according to established process and procedure
• Manage escalated incidents through resolution and/or de-escalation to appropriate groups, assist on various more complex web, infrastructure, and applications incidents; handle escalated tickets relating to server/network related issues, monitor service level agreements and communicate with other IT groups as appropriate to ensure timely service restoration
• Collaborate with software, application, and infrastructure support specialists to resolve more complex problems in a timely manner, assist with assimilation of new technical areas during the transition to operational support, and cultivate relationship between IT Service Desk and other IT and/or business functions
• Aid in identifying incidents typically assigned to a higher-level IT Team, that could be a candidate(s) for "Shift-Left" to the IT Service Desk or other lower-level support team
• Support the maintenance and audit of the IT Service Desk related/utilized Knowledge Base articles: document and share issue-related and/or preventative knowledge, assist in active KB article audit/review and development, and assist in identifying IT Support Services process/procedure optimization opportunities
• Maintain compliance with training expectations as required for this position

Required Qualifications:

• ITIL V3/4 Foundation trained
• Experience working with iPhone, iPads, and ServiceNow or similar ITSM Platform
• Prior experience working in IT, IT Related Customer Service, or other related field(s)
• Knowledge and understanding of related ITIL processes and their relationship to Incident Management
• Widespread knowledge of Microsoft Windows 10 Operating System or higher with an understanding of PC desktop/workstations and related analytical skills
• Skill in logically and consistently problem solving, with emphasis on resolution of complex technical problems using basic root cause and other program analysis techniques
• Excellent organizational, written, verbal communication, personal time management, technology troubleshooting and problem solving, and critical thinking skills
• Aptitude and desire to serve as subject matter escalation point for handling select IT related incidents and/or service requests associated with application, operating system and/or other IT services related symptoms, upholding a positive image and relationships with internal and external customers while working as a member of a team
• Ability to read and express in English
• Ability to travel up to 15%

Desired Qualifications:

• Experience with teaching, training, or helping along IT projects
• Knowledge of Mac environment
• Language skills in Italian and or Spanish would be an advantage

Hybrid Working Arrangements are permitted for Associates in the continental United States (US) and Canada, with appropriate approval and compliance with Gore's hybrid working policies, from the country in which they are employed.

What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.

Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.

Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.

Our Talent Acquisition Team welcomes your questions at gore.com/careers/contact

Additional Information

• Travel%: 15
• Shift: Day Job
• Schedule: Full-time
• Posting End Date: Sep 24, 2024