IT Service Desk Analyst II (On-site) - Hayward, CA

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

The IT Service Desk Analyst II serves as a Level 2 escalation point for the SGS Global Service Desk. Under moderate supervision acts as an expert for diagnosis and resolution of advanced technical issues with SGS Standard and Laboratory specific PC hardware, software, or network/communications tools & connectivity.

This is an on-site position located at our Hayward, CA facility.

• Provides ‘local onsite’ assistance for employee incident resolution where applicable
• Provides ‘local onsite’ assistance to other IT teams and vendors when required for new system installs, incident troubleshooting & resolution, site surveys, or other IT activities
• Tracks, monitors, documents and communicates with end-users for the requests, issues and incidents through completion using ServiceNow
• Completes assigned tasks in support of business-driven projects and initiatives
• Documents procedures and troubleshooting processes related to SGS standard and Laboratory personal computers
• Provides onsite support, as needed, to additional SGS facilities in the region.
• Performs other duties as assigned.

Education and Experience

• Bachelor’s Degree or equivalent education and experience in Information Technology or related discipline
• 2+ years’ experience supporting a multi-faceted business environment
• Experience performing hardware and software troubleshooting and break-fix repair
• Experience in an IT role providing customer service

Licenses/ Certifications

• Information Technology Infrastructure Library (ITIL) certificate

Knowledge/ Skills/ Abilities

• Language Skills: English – Intermediate level proficiency, French – preferred
• Mathematical Skills: Intermediate level proficiency
• Reasoning Skills/Abilities: Intermediate level
• Excellent verbal and written communication, and interpersonal skills
• Strong customer service orientation
• Strong analytical, reasoning, and problem-solving skills
• Excellent time management skills
• Ability to prioritize daily activities
• Ability to work with minimal supervision in a fast-paced environment
• Adheres to internal standards, policies and procedures.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Knowledge and experience in IT Support and Operations:
• End-user hardware, software, and operating systems (Windows XP, 7, 10)
• Troubleshooting and network related issues and protocols
• Mobile device support

Travel

• Occasional Travel Required (5% - 33%)

Our Benefits

We care about your total well-being and will support you with the following, subject to your location and role.

• Health:  Medical, dental and vision insurance, company-paid life insurance, accident and long-term disability insurance, flexible spending accounts
• Wealth: Competitive pay, matching 401(k) with immediate vesting upon enrollment, generous employee referral program, overtime (where applicable and with approval)
• Professional Growth: Online training courses, virtual and classroom development experiences, education assistance program
• Work-Life Balance: Paid-time off (vacation, sick, company holidays)
• Salary:  Range for this position is $26.44-$31.25/hour (based on experience)

Physical Demands of the Job

• Stand - Occasional (5% - 33%)
• Move or traverse - Occasional (5% - 33%)
• Sit - Frequent (34% - 66%)
• Use hands - Constant (67% - 100%)
• Reach with hands and arms - Constant (67% - 100%)
• Climb or balance - Occasional (5% - 33%)
• Stoop, kneel, crouch or crawl - Occasional (5% - 33%)
• Talk/hear - Frequent (34% - 66%)
• Taste/Smell - Never (0%)
• Lift/carry/push or pull - Frequent (34% - 66%)

Environmental and Work Conditions

• Wet or humid (non-weather) conditions        Never (0%)
• Work near moving mechanical pats   Frequent (34% - 66%)
• Fumes or airborne particles    Occasional (5% - 33%)
• Toxic or caustic chemicals     Occasional (5% - 33%)
• Bio-hazard      Occasional (5% - 33%)
• Work in high, precarious places         Never (0%)
• Outdoor weather conditions   Never (0%)
• Extreme cold (non-weather)   Never (0%)
• Extreme heat (non-weather)   Never (0%)
• Risk of electrical shock          Never (0%)
• Work with explosives Never (0%)
• Risk of radiation         Never (0%)
• Vibration        Never (0%)

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will receive a call back.  Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.

All your information will be kept confidential according to EEO guidelines.

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