Job description

Crane Currency is looking to fill a Service Desk Analyst Job!
Do you want to be a key team player with the fastest growing currency supplier in the world? We are looking for an experienced Service Desk Analyst to join our Alpharetta, GA site. The selected person will work with end-users on-site as well as support the U.S. environment.
Service Desk Analyst responsibilities include:

• Develops End User facing knowledge base articles in support of a Self-Service portal.
• Drives the adoption of an End User Self-Service Portal.
• Participates in lean management program activities to document, maintain and improve IT standard work processes and procedures.
• Creates and manages all IT incidents and request utilizing the IT ticketing system.
• Support for onboard & offboard activities, including provisioning and deprovisioning of user accounts.
• Software deployment
• Provides phone support to all associates to ensure effective and efficient incident response and escalation.
• Remotely troubleshoots end user inquires including but not limited to hardware, software and telecommunication issues.
• Participates in assigned audit tasks to maintain a secure and compliant environment.
• Participates in Asset Management efforts of IT equipment and software licensing.
• Participates in an on-call rotation.
• Promotes and educates end users on available technologies.
• Manage tickets to established SLA and KPI's
• Determine the correct level of urgency and impact for each incident or request.
• Provide regular communication and escalation of issues to IT leadership.

Qualifications:

• AS Degree or Intl. Advanced Diploma in Computer Science, Computer Engineering, or MIS. BS degree preferred; Five years relevant work exp with HS Diploma will be considered in lieu of Degree
• 3+ years exp in a Customer Service facing role providing IT helpdesk, service desk or desktop support services.
• 3+ years exp providing IT remote support for Windows based clients in an enterprise environment
• Ability to work flexible hours, 6am - 3pm or 9am - 6pm, or a combination of both
• Excellent oral & written communication
• Good technical skills with a focus on exceeding customer expectations & improving the customer experience
• Ability to clearly communicate technical issues to non-technical people in a friendly, positive manner
• Ability to work under pressure, remain calm and defuse situations
• Exp providing IT phone support, and working with remote control support tools
• Ability to follow standard work instructions
• Good analytical & troubleshooting skills to quickly diagnose technical issues
• Working knowledge of Windows operating systems and client connectivity
• Exp creating and managing user accounts in Windows Active Directory and Microsoft Exchange
• Exp with file and folder permissions
• Good understanding of client computer and server network connectivity
• Ability to ensure quick and accurate entry of service request details
• Applicants must be United States citizens and will need to demonstrate Suitability for employment in a Position of Public Trust consistent with our U.S. Government contract requirements

Desired:

• Relevant technical certifications from companies such as Microsoft or CompTIA is a plus
• Understanding of ITIL, certification is a plus

Crane Currency is a fully integrated supplier of secure, durable and well-designed banknotes for central banks all over the world. As the leading security feature developer, Crane has won international acclaim for innovation and product development. We offer a competitive benefits package to full-time employees, including health, dental, vision, and life insurance; 401k match, Bonus, and more!
Qualified candidates are invited to apply via our careers page at www.careersatcrane.com
SUITABILITY AND BACKGROUND INVESTIGATION REQUIREMENTS: The final offer of employment will be subject to the applicant's successful completion of a background investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for disqualification in the hiring process. The background investigation process conducted by Crane and our U.S. Government Agency customers is very thorough. Therefore, it is imperative that applicants exercise candor and honesty when answering background questionnaires, especially as it relates to arrest, employment, education, finances, illegal drug use, and/or other criminal history. Falsification discovered in security documents or during the background investigation process may result in an immediate negative suitability determination.
Crane is a Drug Free Workplace
Equal Opportunity/Affirmative Action Employer M/F/Vet/Disab

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Job Type: Full-time

Pay: $50,000.00 - $64,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: In person

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