Analyst, IT Service Desk - (Remote)
at Penguin Random House
Posted: 12-12-2024
Remote
Information Technology and Computer Science
$67,630/year
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EDUCATIONAL BENEFITS
Tuition Reimbursement
OTHER BENEFITS
401 K Retirement Plan, Career Development, Healthcare
EDUCATIONAL BENEFITS
Tuition Reimbursement
OTHER BENEFITS
401 K Retirement Plan, Career Development, Healthcare
About this Career
Computer User Support Specialists
Skills
Customer Service, Network Troubleshooting, Prioritization, ServiceNow, Continuous Improvement Process, Virtual Private Networks (VPN), Customer Centricity, Self Service Technologies, Patience, Communication, Customer Support, Technical Support, IT Security, Knowledge Base, Microsoft Office, Technical Assistance, Cloud Applications, Troubleshooting (Problem Solving), Customer Inquiries, Incident Management, Problem Solving, Writing, Operating Systems
Job Description
Key Responsibilities:
Customer Support:
Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently Maintain a professional and courteous demeanor when interacting with usersIncident Management:
Log all incidents, service requests, and inquiries in our ServiceNow ticketing system Prioritize and categorize incidents based on urgency and impact on business operations Monitor and manage the ticket queue to ensure timely resolution, escalating issue as requiredTechnical Troubleshooting:
Diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate Determine when its best to cease troubleshooting and escalate or dispatch to second level support to assistDocumentation:
Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the ticketing system Update knowledge base articles for common issues to facilitate self-service for end-usersCommunication:
Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information Keep end-users informed of incident progress and resolution timelinesHardware and Software Support:
Troubleshoot software-related issues, including operating systems, office applications, and specialized software used within the organizationUser Training:
Provide basic training and guidance to end-users on using IT resources effectively and securely Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentialsContinuous Improvement:
Identify recurring issues and escalate to IT management in an effort to prevent future incidentsRequirements:
High school diploma or equivalent; a degree or relevant certification in IT is a plus At least 1+ year of experience in an IT role Basic knowledge of IT hardware, software, and operating systems Excellent communication and interpersonal skills Problem-solving abilities and patience in assisting end-users Ability to work in a fast-paced and dynamic environment A customer-centric approach with a strong commitment to user satisfaction To learn more about our IT Department and their initiatives, visit our Tech Talent site. The salary for this position is $66,500. All positions are currently eligible for annual profit award or bonus, subject to Company results. Penguin Random House job postings include a good faith compensation range for each open position. The salary range listed is specific to each particular open position and takes into account various factors including the specifics of the individual role, and candidate's relevant experience and qualifications. Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off. Penguin Random House is the leading adult and children's publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution. Our vibrant and diverse international community of nearly 300 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/. Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.Company:
Penguin Random House LLC Country:
United States of America State/Region:
New York City:
New York, NY Postal Code:
10019Job ID:
276152Date:
Dec 12, 2024Location:
New York, NY, NY, US, 10019Other Job Posting Details
Salary
Minimum
Maximum
$43,830/yr
$111,370/yr