Service Desk Analyst I

**Our Story:** Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail. At CPI, we are dedicated to changing behaviors and reducing conflict for the *Care, Welfare, Safety, and Security* of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. **As a member of the team, you can expect to:** - Make a difference through your work – You’ll be proud to tell your family and friends about what you do. - Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership. - Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins. **The Role:** The Service Desk Analyst I will provide front-line customer support for technology services in person, over the phone, or via email to support customers as the first point of contact. **What You Get To Do Everyday:** - Serve as the first point of contact for technical assistance, addressing inquiries and resolving incidents related to cybersecurity, desktop, end-user systems, and other IT services. - Respond promptly to service requests, incidents, and inquiries through phone, email, and ticketing systems, adhering to established Service Level Agreements (SLAs). - Troubleshoot, document, and resolve technical issues efficiently while escalating complex problems to appropriate teams when necessary. - Monitor and mitigate potential issues affecting technology services. - Follow the Information Technology Infrastructure Library (ITIL) framework for incident management, ensuring consistency in handling and resolution. - Provide timely updates and feedback to end users and collaborate with technology team members throughout the resolution process. - Deliver technology training to new hires during onboarding and as needed for existing staff. - Develop and update training materials to improve user knowledge and reduce recurring support requests. - Accurately log all support requests and document actions taken to resolve issues within the ticketing system. - Maintain up-to-date records of hardware and software assets, ensuring the accuracy of the asset inventory; Monitor hardware supply levels and coordinate restocking to meet organizational needs. - Develop, enhance, update, or modify Knowledge Base (KB) articles for team or end-user consumption. - Maintain professional and consistent communication with end users, ensuring they feel supported and informed throughout the troubleshooting process. - Strive to exceed customer expectations by delivering high-quality support with empathy and professionalism. - Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of the service desk. - Assist with special projects and perform other duties as assigned to support organizational goals. - Perform other position-related duties as assigned. **You Need to Have:** - Associate’s degree or equivalent experience in Information Technology or related field - One year or more of experience working with a broad range of technologies, including Windows desktop operating systems, Active Directory, LAN/WAN networking technologies, remote access VPN, and Office 365 (including Teams, SharePoint, OneDrive, and productivity tool administration) - Experience working with Windows systems installation, maintenance, and troubleshooting - Experience working with troubleshooting of hardware, ne…