Job Information
The Seattle Times Service Desk Analyst in Seattle, Washington
The Seattle Times is seeking a creative, motivated, and positive Service Desk Analyst that thrives in a self-managed work environment. The Service Desk Analyst is the single point of contact for our internal business partners seeking assistance and support with the company’s intranet, desktop devices, and all business applications. This person will triage issues and follow through to ensure complete resolution.
The Service Desk Analyst commits to delivering an outstanding customer experience while gaining business partner confidence and loyalty through skilled problem solving and resolution follow through. The Seattle Times business and technical environment is complicated, which requires a Service Desk Analyst who thrives on overcoming challenges and learning new skills quickly and on the fly.
Schedule: The schedule for this position is Monday to Friday from 10:30am to 7:00pm. This is a hybrid role with the expectation of being in the office about two days per week. During the initial training and onboarding period, this position will be fully onsite.
Responsibilities:
Maintains IT Service Management (ITSM) ticketing application workflows and responds to all incoming incidents and service requests within the required service level agreement
Provides timely responses to all issues, updates internal customers on statuses, solicits additional information and troubleshoots issues if appropriate
Identifies and escalates situations requiring urgent attention or tickets left unattended in queue
Handles all incidents and service requests with exceptional customer service in-person or over the phone
Troubleshoots and repairs hardware “hands-on”
Learns and keeps up to date with, service desk policies, procedures, and offered services
Watches trends that indicate potential problems and eliminates or escalates problems before they occur where possible
Maintains regular communication with team members, customers and department management through email and voice message to report progress on project work
Ability to lift 50 pounds, some physical duties assigned such as recycling electronics, packing boxes for shipments
Flexibility to do projects and duties as assigned
Minimum Requirements:
Experience: Two to four years of relevant work experience. At least 1 years’ experience working with one or more ticketing systems
Education: High School Diploma required
Excellent customer service skills with a variety of customers
Must have a high degree of commitment and job ownership (This position is part of a small team and as such requires appropriate dedication)
Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Ability to prioritize tickets and incoming issues appropriately
Must possess the ability to think ‘outside the box’ and troubleshoot naturally with deductive reasoning
Must possess the ability to work with or without direct supervision and follow instructions when given
Working knowledge of common operating systems and software applications (Specifically, Windows, Microsoft Office, and Mac OS)
Ability to learn quickly
Knowledge of commonly used concepts, practices, and procedures for end user technical support
Ability to learn technical aspects of all business applications
Punctuality and commitment to scheduled hours
Preferred Experience:
AS or BS in Computer Science, Information Systems, or related field
CompTIA A+ Certification
Understanding of ITIL principles or willingness to learn
Proficient to expert in Microsoft Office/365 and SharePoint
Past work experience in a high-traffic customer service setting
Experience with Active Directory
Compensation: The full salary range for this position is $52,600 to $70,300. We typically pay between $52,600 and $64,400, depending on experience and qualifications.
Benefits:
Medical, dental insurance and long-term disability insurance
Employee assistance program
Optional life and AD&D insurance and long-term care insurance
401(k) plan with employer match
10 days of annual vacation accrual, increasing with tenure up to 20 days
10 days of annual sick accrual; unused sick pay accrues to an extended illness bank 9 paid holidays
Internet stipend for predominately remote employees
Subsidized transit cards
Complimentary Seattle Times subscription
Wellness program
Parental leave options
Please Note: This position requires a pre-employment criminal background check.
Founded in 1896, The Seattle Times continues its tradition as a family-owned, Pulitzer Prize-winning newspaper that cuts through the clutter and provides readers with timely, relevant news. We serve the Pacific Northwest with thoughtful, independent journalism that makes a real difference in our community. And as a media solutions company, we combine cutting-edge digital capabilities and service with the values and integrity of respected traditional media… with an established audience of 1.9 million. At The Seattle Times, you'll find work that matters.
If you need assistance to accommodate a disability, please contact Human Resources at careers@seattletimes.com and provide a description of the reasonable accommodation(s) needed.
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