Why capSpire?

capSpire is a global consulting and solutions company that solves difficult business and technology problems for commodity-focused organizations.

We take pride in putting our people first and are proud to be recognized consecutively as a Great Place to Work for our strong company culture focused on our people and enabling them to achieve their best. As a vendor-independent consultancy, you’ll work with traditional technologies and leading-edge solutions for on premise and Cloud. We offer our employees progression, development and a diverse range of client engagements.

What will you be doing?

The Service Desk Analyst is a critical role within the IT Support team, providing first-line technical support to end-users across the organization. This position involves handling a wide range of support tasks, from incident management and troubleshooting to user account setup and system monitoring. The ideal candidate will offer excellent problem-solving skills, strong customer service orientation, and the ability to communicate effectively with users and IT staff alike.

Job Responsibilities:

• Handle incoming support requests, troubleshoot hardware, software, and network issues, and provide remote assistance.
• Escalate complex issues as needed and manage user accounts and permissions effectively.
• Ensure clear communication with users, follow up on issues to guarantee resolution, and maintain detailed documentation of support activities.
• Setup and maintain user accounts, hardware, software updates, and office equipment. Ensure systems operate efficiently and are compliant with organizational standards.
• Monitor IT systems for issues, analyze service desk performance metrics, and report on trends to facilitate continuous improvement.
• Conduct regular security awareness training and other IT-related educational programs for users. Update and manage the knowledge base with accurate, easy-to-understand content.
• Enforce IT security policies, manage user access, and document all security incidents. Participate in the development and execution of disaster recovery and business continuity plans.
• Work collaboratively on IT projects, ensuring alignment with organizational goals. Support interdepartmental initiatives and assist in system implementations.
• Manage relationships with IT vendors to ensure satisfactory service delivery and compliance with contractual obligations.
• Participate in the change management process, ensuring that all IT changes are managed in a controlled and documented manner.
• Implement and manage a feedback mechanism to collect insights on IT support satisfaction from end-users, using this data to drive service improvements.
• Actively use performance metrics to optimize service levels, identify training needs, adjust resource allocations, and improve overall IT support efficiency.

The Non-Negotiables:

• Excellent troubleshooting skills with a thorough understanding of IT support processes and best practices.
• Strong interpersonal and communication skills, capable of explaining technical concepts to non-technical users.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.
• Proficiency in common IT tools and systems, including CRM platforms, system monitoring software, and office productivity applications.

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 3 years of experience in a service desk or technical support role.
• Certifications in ITIL, CompTIA, or similar are preferred.

Physical Requirements:

• Ability to sit for prolonged periods at a computer.
• Availability to occasionally work outside of standard business hours as needed.
• Capability to travel to other locations as needed.

About the capSpire team:

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that people are people first, and titles second.

Because we hire the capSpire way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 500 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers - we (really) want to hear from you.