Woodburn Company Profile
Woodburn is a leader in enterprise IT services, specializing in cloud print solutions and managed client IT services throughout the State of Washington. Our clients include large regional, government, and healthcare organizations. Woodburn’s services include cloud computing, enterprise software systems, professional services, managed device services, and office equipment services. Founded in 1957, Woodburn is experiencing the rapid growth of a startup in the shoes of an experienced successful business. If you like to build, scale, and innovate in technology – Come show us who you are!
Summary:
The Service Desk Analyst II is responsible for tracking and dispatching all technician and customer service requests, including maintenance services, move or change services, new services, supplies, technical support, and account management. The successful candidate demonstrates meticulous organization and accuracy in the management of a high volume of details. A self-starter who can anticipate the needs of team members and the customers they support with the knowledge of when to make proactive, informed decisions without requiring direction is a must. The ideal candidate will also excel at diagnosing technical machine issues and effectively communicating solutions.
Applicants must live in WA state.
Service Desk Analyst Primary Responsibilities:
- Learn and become proficient in using EAutomate (EA), FM Audit, and other relevant software applications.
- Manage and run the service desk and ticketing system efficiently.
- Handle incoming service calls from technicians and customers, ensuring timely and accurate responses.
- Take ownership of call management, directing specific calls to appropriate departments or individuals.
- Maintain professionalism and provide excellent customer service in all interactions.
- Maintain a keen understanding of the nuances within customer contracts and steadfast adherence to their stipulations.
- Triage and cascade relevant, actionable information to and from leadership, maintaining high levels of confidentiality where applicable.
- Prioritize and manage multiple responsibilities in a fast-paced remote environment with attention to detail and organizational skills.
- Ability to consistently achieve and exceed Service Level Agreement (SLA) targets.
- Collaborate with team members to streamline processes and improve overall service desk operations.
- Contribute to team efforts by sharing feedback, communicating with supervisors, and participating in training sessions.
- Perform other duties as assigned by Woodburn Company as needed.
Service Desk Analyst II Position Specific Duties:
- Communicate effectively and professionally with customers to identify and resolve technical issues, adhering to Woodburn's standard of exemplary customer service.
- Provide courteous and efficient assistance via telephone or email, including troubleshooting Tier I technical problems and guiding customers through solutions.
- Collaborate with Tier II and Tier III technicians for training and development opportunities.
- Follow up and follow through with services effectively, ensuring customer satisfaction and issue resolution.
- Complete manufacturer specific training and internal training.
- Assist with facilities maintenance and material handling.
- Assist in fieldwork assignments including machine installations and delivering toner and machines as needed, with potential for increased field-based responsibilities.
Skills & Qualifications:
- Excellent customer service approach to all functional areas of the business.
- Excellent oral and written communication, and interpersonal skills.
- Ability to prioritize tasks, manage time effectively, and multi-task.
- Familiarity with EAutomate, FM Audit, or similar software applications is preferred.
- Detail-oriented with a commitment to accuracy and thoroughness.
- Ability to work independently and collaboratively as part of a remote team.
- Problem-solving skills and the ability to adapt to changing situations.
- Proven initiative, good judgment, and ability to achieve results.
- Working knowledge of desktop and server application software (e.g., Microsoft Operating Systems, Smartsheet, Microsoft Office Suite, O365).
- Persistent pursuit of improvement.
- Ability to build relationships with partners, peers, and leadership.
- Unquestionable level of discretion, confidentiality, and professionalism.
- Demonstrated flexibility and strong critical thinking skills.
- Customer service-oriented mindset with a commitment to maintaining professional conduct.
- Ability to identify issues, analyze root causes, and develop creative solutions independently.
- Valid Washington Driver’s License and clean driving record.
- Self-motivated and proactive approach to identifying and addressing technical challenges without constant supervision.
- Determination to persevere through obstacles and setbacks, continuing to explore and test solutions until a resolution is achieved.
- Strong understanding of technical concepts and systems, with the ability to learn and adapt to new technologies quickly.
- Resourceful with the capacity to troubleshoot and resolve technical problems.
- Proficiency in understanding and working with machinery, including the ability to disassemble and reassemble components for troubleshooting.
- Eagerness to explore and experiment with machines and technical systems to gain deeper insights and identify potential solutions.
- Capacity to lift 40 pounds (with or without accommodation).
Education and Experience:
- Bachelor's degree in a related field or equivalent experience.
- Previous experience in service desk or customer service roles.
Job Type: Full-time
Pay: $19.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 3 years (Preferred)
Ability to Commute:
Work Location: In person