Service Desk Analyst - Mount Airy, NC

Are you a problem solver that enjoys interacting with customers while solving technical challenges, or a recent graduate passionate about helping others and being part of a support team to ensure success? If this sounds like you, and you have an interest in growing your career with a great organization, read on to learn more about this opportunity.

About Us
Insteel Industries, established in 1953, started from humble beginnings, embraces strong values, and has its Home Office in Mount Airy, NC. We are the nation's largest manufacturer of steel wire reinforcing products for concrete construction applications. We manufacture and market prestressed concrete (PC) strand and welded wire reinforcement, including engineered structural mesh, concrete pipe reinforcement, and standard welded wire reinforcement for concrete reinforcement applications. The company operates ten manufacturing facilities in eight states.

About You
The person we are looking for has strong customer service skills, paired with technical aptitude and a desire to grow their technical knowledge. The ideal candidate is a strong communicator who thrives while working in a professional, yet casual, work environment.

Position Snapshot
The Service Desk Analyst responds to inquiries, service requests and outages for the organization’s technology and computer systems. Identifies problems, provides troubleshooting and resolution or escalation and works closely with other I.S. areas to resolve problems as necessary. To be successful in this role you will:

• Respond to user questions by telephone, e-mail, or on-site in a friendly, professional manner.
• Interview users to collect information about his/her problem and lead user through diagnostic procedures to determine the source of error.
• Log and track calls using Service Desk software.
• Research and identify problems with applications; recommend and/or implement solutions to those problems.
• Initiate follow-up communication to ensure client satisfaction.
• Coordinate data recovery and reconstruction whenever necessary for clients.
• Serve as a liaison between Application Development, Operations, and the client community.
• Maintain and analyze client hardware and software profiles.
• Maintain and coordinate prioritization of client requests.
• Assist in training preparation and provide one-on-one user assistance as required.
• Process employee access additions, modifications and terminations in a timely manner, and in compliance with Insteel Security Policies and Procedures and Sarbanes-Oxley key controls.
• Maintain comprehensive documentation set for processing employee access additions, modifications, and terminations at the Service Desk.
• Perform quality and technical review of Incidents and Service Requests to ensure accurate reporting and consistent practices.
• Prepare Service Desk performance reports as requested.
• Analyze service reports for trends and make recommendations for changes to more efficiently resolve client issues and reduce call volume.
• Create and maintain knowledge for use in internal and external knowledge services.

Qualifications to be considered for the role:

• Extensive professional, technical, or administrative training (Bachelor's Degree), preferred.
• Minimum of 2 years work related experience.
• Broad knowledge of a general technical field such as Computer Science, including knowledge of any of the following: o Computer hardware and software systems and operating systems including Windows OS, , thin clients, browsers, Apple iOS, HP printers, Dell laptops and desktops, Oracle E-Business Suite,

IBM Maximo Enterprise Asset Management, Kronos Workforce, etc. o A variety of PC related software including MS Office, web-based applications, Adobe PDF, CiscoWebex collaboration software, others. o Previous experience in enterprise account services preferably in MS Active Directory. o Experience with MS Exchange and Outlook as enterprise email service. o Understanding of VOIP and telephony services including Cisco Unified Communications, desk handsets, fax machines and phone/line support. o Ability to understand, support and troubleshoot basic projector and visual display technologies. o Understanding of mobility and remote technologies including remote desktop, Cisco VPN,MobileIron/MDM, two-factor authentication products such as Cisco DUO. o Strong understanding of virus, malware and phishing threats including both human factor and technology interventions and familiarity with antivirus and firewall products such as Symantec,
TrendMicro, others.

• Strong interpersonal skills and the ability to work successfully with all types of business and end users including those with high/low technical understanding.
• Substantial knowledge of (or the ability to learn) the company's application program products.
• Ability to follow, develop and maintain complex technology business procedures and processes including diagramming.
• An equivalent combination of education and work-related experience may be acceptable.

For your hard work, you receive:

• Competitive base pay
• Bonus eligibility based on company performance
• Opportunity for professional growth
• Paid time off including holidays and vacation
• Excellent benefits to include medical, dental, vision, company paid life/short-term disability/long- term disability insurance, flexible spending accounts (FSA), health savings account (HSA), 401(k) with match, company paid tele-health, stock purchase plan, tuition reimbursement assistance, and

Employee Assistance Plan (EAP).

Insteel Industries is strongly committed to the recruitment, selection, development, and promotion of employees based on individual merit. We provide equal employment opportunity to all people without regard to race, color, religion, sex, national origin, age, or disability.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Mount Airy, NC 27030: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• support analyst: 2 years (Preferred)

Work Location: In person

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