Service Desk Analyst 1

Outdoor Cap has been servicing the needs of the headwear industry for 45 years and is one of the world s largest companies focused on business-to-business sourcing and manufacturing headwear. With customers in retail, team sports, golf, promotional products and more, working at Outdoor Cap is an opportunity to be part of a growing business building amazing products for some of the world s greatest brands and companies. To be successful as a Service Desk Analyst , you should demonstrate great skill in creativity and innovation, ability to thrive in a high-pressure environment, and possess excellent communication skills. Advanced skill set in supporting business applications, end user computing technologies, and providing first level technical support. Essential Duties and Responsibilities Serves as the Desktop Support Technician responsible for driving end user satisfaction, service delivery excellence, and adherence toward established service level agreements Serves as the primary Mac support specialist for the enterprise providing onsite and remote support for MacOS and iOS devices Services Tier 1 & 2 service desk activities including end user computer, application, desktop, and computer hardware support Drives the end user experience through enhancement of IT services, availability of support, self-service capabilities, and communication Drives accurate and timely response to all Incident Management processes with adherence to service level agreements Skills and Competencies 3+ years previous experience in Desktop Support in a call center or contact center, service desk, or IT Support environment 2+ years experience supporting Apple platforms in mid-size corporate environment 5+ years experience working in a service desk environment including tier 1 and desktop support areas Effective communication skills with both internal team members and our Desktop end users Demonstrable excellent interpersonal, communication, organizational, and business focused skills Strong initiative to find ways to improve solutions, systems, and processes Education and Qualifications Bachelor s degree in IT, Business, or related field; or 5-7 years related experience and/or training; or equivalent combination of education and experience 2+ years Mac OS experience supporting iMac, MacBook, and Mac Pro s in a corporate environment 5+ years of experience in managing end user computing software, hardware, and enterprise connected environments Strong experience supporting remote Mac users on VPN Strong experience managing IT ticket processes, escalations, and problem resolution Working knowledge of Microsoft Office 365, and Active Directory, including common tools, best practices, and troubleshooting High sense of urgency to support our Desktop end users Physical Requirements Regularly required to sit, stand, reach, bend and move about the office Required to have close visual acuity to perform computer tasks, and expansive analysis and reading. Ability to lift up to 25 pounds infrequently Nothing in this job description restricts management s right to assign or reassign duties and responsibilities to this job at any time.