Service Desk Analyst 1

Job Description

Job Description

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

Education and Qualifications

Physical Requirements

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.