Service Desk Analyst Omaha Public Power District 29 reviews - Omaha, NE Responsibilities The Service Desk Analyst is the central point of contact for OPPD Business Partners (BPs) for Business Technology & Building Services (BTBS) support and service. Analysts will provide excellent service via multiple channels including the ticketing system portal, phone, e-mail, chat and in-person, always striving to achieve first contact resolution (FCR). The Service Desk Analyst uses generally defined procedures to respond to a variety of problems/requests and escalates to the appropriate department if the problem cannot be solved or the request cannot be fulfilled. The Analyst plays a key role in building and maintaining relationships with BPs and acts as an ambassador for BTBS throughout the District. 1. Provide front line support for BTBS. Ensure that these activities are completed or escalated within established Service Level Agreements (SLA): * Receives incoming communications from a variety of sources for BTBS services, assesses each situation and uses good judgement to properly respond to the information provided or the service requested * Performs front line support for all BPs and OPPD contractors (excluding OPPD Senior Management team and Board Members) for BT provided hardware such as personal computers, mobile devices, peripheral and collaboration equipment * Performs front line support for all BPs and OPPD contractors (excluding OPPD Senior Management team and Board Members) for BT approved and provided software * Quickly recognize high priority incidents and engage Incident Managers to drive service availability 2. Provide a broad range of technical services: * Perform workstation reimaging, hardware configurations and hardware replacements * Perform software deployments, configuration and support * Perform operational application tasks such as record updates and data inputs * Assist in evaluating and testing new equipment and procedures 3. Perform account management and access provisioning functions in various systems/applications per Cyber Security provided guidelines. For example: * Password resets * Role-based access management such as account creation, modification, disable/reactivation, and deletion 4. Monitor systems alerts and automated systems performance: * Receive alerts from a variety of sources in support of BTBS functions * Investigate and resolve alerts when possible, engaging designated staff as needed * Recognize alerts with high priority and escalate appropriately 5. Provide support for the A/V technology provided throughout the district: * Assist BPs in the usage of this equipment as requested * Performs operational tasks in support of Board and OPPD Senior Management video presentations/meetings * Perform regular reviews of conference rooms across the district to ensure all equipment is properly positioned and in working order 6. Perform various activities in support of these functions: * Create and update documentation accordingly and ensure new processes are communicated across the department * Update asset management records per procedure and verify BP device asset number aligns with formal asset management record when providing service or support * Ensure configurations, equipment installations, and de-installations comply with stated policies and procedures * May need to work with 3rd party support, as well as close interaction with inventory and supervisory staff when replacing and deploying BT equipment * Properly record and update pertinent information in ticketing system Qualifications Required: * Associates degree, preferably in related field and at least two (2) years experience providing technology support or a combination of education and work experience that provides the necessary skills to perform the essential job functions * Familiarity with Microsoft System Center Configuration Manager (SCCM) * Very strong knowledge of personal computer software and hardware, particularly Windows 7, Windows 10, Microsoft Office product suite, Active Directory and Exchange * Broad understanding of TCP/IP and network equipment * Excellent customer service and interpersonal skills are required, including the ability to communicate clearly and professionally, both verbally and in writing * Must be able to work independently. Requires exceptional organizational skills, problem solving skills, and flexibility in changing priorities * Must be adaptable and willing to learn new systems/services as processes and technology change on a regular basis Desired: * Bachelors degree in related field * A+ certification * ITIL V3 certification * Customer Care Professional Certification * HDI Support Center Analyst Certification * HDI Desktop Support Technician Certification EOE: Minorities/Women/Disabled/Veterans/Sexual Orientation/Gender Identity 21 hours ago - save job - original job Apply On Company Site Other jobs you may like Service Desk Advanced Support, Technician BNP Paribas - Omaha, NE 4 days ago Service Desk Advanced Support, Technician Bank of the West