IT Service Desk Analyst
About Lloyd
Founded in 1995, Lloyd is an IT consulting and services firm focused on client strategy, relationships, and responsiveness. Our commitment to our clients is to humanize their technology experience, to free them to build their businesses by taking the headaches out of technology. Our commitment to our Lloydians is to ensure that they succeed professionally and personally, which includes a balanced work and personal life.
Why Work for Lloyd
Lloyd was founded to create opportunities for our community to learn, earn, and live better. We strive to provide exceptional experiences for our clients by focusing on our Lloydians first. Through education, teamwork, and a fun work environment, our benefits are designed to promote a happier, healthier life balance.
Along with traditional benefits like 401(k) with employer matching and medical/dental/vision plans, Lloyd offers a Responsible Time Off Policy, where employees take the amount of time off they need when they need it. Lloyd also offers a flexible work environment (remote/hybrid), and partial or full reimbursement on remote office equipment, cell phone plans, certifications, and education.
We value our employees and have many programs in place to hear their feedback. Some stats include:
- 4.4 out of 5 stars on Glassdoor!
- Lloydian Net Promoter Score of 80, from a scale of -100 to 100 (this is updated quarterly from our Lloydian pulse survey; a Technology Firm benchmark is 28)
- Our Average Manager Tenure is over 8 years at Lloyd!
- Our Average Lloydian Tenure is over 4 years at Lloyd!
About the Role
The Service Desk Analyst role is vital to Lloyd’s operations. A member of our Service Delivery team, they are dedicated to a set of Lloyd’s clients, answering support related questions and problem-solving technical issues. The Service Desk Analyst is passionate about building relationships and working within the Lloyd team to provide an exceptional experience for our client. They are responsible for day-to-day support for our client, while also participating in our queue and on call process for Lloyd’s entire client base.
Accountabilities
Client Relationship
- Represent Lloyd through client interactions by exhibiting our core values:
- Be Human. Create and maintain genuine relationships with our community.
- Be Accountable. Take ownership of your work and honor your word.
- Be Better. Always look for ways to improve performance and be passionate about the service you provide.
- Communicate with the team and client, ensuring accountability is clear and expectations are always set.
Level 1 & 2 Support
- Use expertise to research and resolve technical issues via incident management procedures (ITIL based) with proper communication and documentation.
- Liaise in improvements of systems in place, communicate features and facilitate improvements to maximize productivity and utilization
- Help with implementation of new network components as part of project assignments (network and workstation).
Resolution & Recovery
- Be accountable for following incident management process for all emergency related issues.
- Perform proactive network health evaluations
- Incident Logging & Documentation
- Ensure Lloyd has updated network documentation needed to provide best-in-class support.
- Use ConnectWise to document work performed so that we can analyze trends in issues reported.
Queue Call Receiver
- Participate in the Lloyd Service Desk queue by answering calls within designated windows and providing support as needed.
- Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs.
Criteria for Success
- Ability to exhibit Lloyd’s core values (Be Human. Be Accountable. Be Better) in every interaction with our community.
- 2-5 years of experience in desk side support, junior systems administration, and/or junior network administration
- Experience using ConnectWise or a similar ticketing system preferred
- Bachelor’s degree or equivalent training, preferably in Computer Science, CIS, MIS, or IT
- Effective communicator and people person.
- Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.
- Follows established policies and procedures.
- Ability to identify important aspects of a problem, gathers appropriate information, determine potential cause, and specify alternative solutions.
Technical Expertise
The below technical competencies are included to give an idea of the type of environments we work with. If you have limited experience with any of these technologies but feel you would be a great fit for the role as described above, we encourage you to apply!
- Microsoft Windows Server 2012, 2016
- VMware and Hyper V in multiple host environments
- Microsoft Active Directory
- Experience with Compellent (Dell) SAN or equivalent
- Kaseya and ConnectWise experience a plus
- Windows 7, 8, 10
- Microsoft Exchange Server
- Hosted Email Platform- O365, G-Suite, Rackspace
- Microsoft SQL Server
- Microsoft Office 2010, 2013, 2016, 2019
- Hardware: Printers, Workstations, Servers, Routers, Switches, and Firewalls
- Strong understanding of networking and routing
- Software: Antivirus and Antimalware Software
- TCP/IP, DNS, DHCP, WAN, LAN, VoIP, WLAN
- Mac experience preferred
Role Logistics
- This is a full-time position
- This position allows for remote work opportunities (expected 90% remote annually)
- 45 hour per week shift; standard business hours are 9AM - 6PM; alternative shift hours are also considered.
- This position may require travel to Lloyd community offices and Lloyd events where locations will vary.
- Expected salary threshold $55,000 - $75,000 depending on experience
Join the Lloyd Community
We’re excited that you are interested in being part of the Lloyd story. Please join the Lloyd community online via Linkedin (/lloyd), Facebook (@Lloyd) and Twitter (@lloydgroup). Here you’ll find useful information about Lloyd, tech culture, industry news, and available opportunities to be a Lloydian. We update daily so stay tuned.