General Information

Location: Puyallup, WA

Organization: Western Institutional Review Board

Job Type: Full Time - Regular

Description and Requirements

The IT Service Desk Analyst will assist with providing front-line level 3 support services.  The IT Service Desk Analyst will also be responsible for responding to, documenting and resolving help requests in a timely and efficient manner in accordance with established processes and SLA’s, assist with developing fixes and deployments of internal developed software products.


Education / Experience Requirements:

  • Associate's degree (A. A.) or equivalent from two-year college or technical school

Qualifications:

  • Minimal 3 years’ experience in a similar role 

Essential Duties: 

  • Own and drive to completion help requests in ticketing system as per established processes and SLA’s.

  • Document the resolution of tickets and contribute to the content of the knowledgebase.

  • Monitor ticket systems for incoming requests and work according to priority and severity.

  • Create documentation required to implement client system changes utilizing established change control processes

  • Provide support to the software development teams as required to assist with resolution of escalated tickets.

  • Troubleshoot existing and arising application problems.

  • Work with the escalation team to report and evaluate customer problems.

  • Troubleshoot with company personnel on software product issues to minimize interruption of work operation.

  • Troubleshoot software application issues and create necessary fixes which might entail code changes.

  • Develop software fixes in accordance to established procedures and SDLC process.

  • Prepare and document build of software products and participate in the change control process.

  • Own deployments of software products into QA and Production environments

  • Explain problems and/or solutions to end user in laymen’s terms.  

  • Provide hardware and software recommendations to manager.