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Job Type: Service Desk Analyst

Location: Denver-DTC Headquarters, CO

Description:

Shane Co Jewelers is seeking a Service Desk Analyst I to join its IT operations team in Centennial, CO.

This position is responsible for executing the IT Help Desk services. This position must be able to work independently, work well with other Help Desk Associates, and as a team member on Information Services projects. IT Help Desk services include but are not limited to: acting as a liaison between the computer users and the IT staff handling the flow of information from the computer users at corporate and the stores; writing and maintaining the needed user and departmental documentation for the computer systems, services, and related business processes; coordinate user requests to the IT group; be familiar with the “user view” of computer systems, understanding how the systems and programs work to be able to help users through problems and help solve those problems they are not able to, design and construction of in-house training materials as well as executing in-house training.
 

SPECIFIC ACCOUNTABILITIES:

1. TAKE CARE OF THE CUSTOMER.

2. Responsible for entering problem calls into the Service Desk Tracking software(Service Now), problem resolution and communication with the end user from start to finish or close of a call or incident.

3. Responsible for keeping the Service Desk Lead informed regarding current events within areas of your responsibility.

4. Develop and maintain a “big picture” understanding of the Western Stone & Metal computer IT systems and services. This understanding should include the view of the end-user as the one executing these systems and using these services, while at the same time understanding the view of the provider of these systems and services.

5. Act as an associate “front end” between end users and the IT department. Help coordinate formal user requests for: solving computer related problems, modifying current programs, any new changes required, and suggest IT related “user based” system or procedure improvements. Be a problem analyst and problem solver.

6. Answer and resolve Service Desk calls from local and remote users and stores

7. Strong analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute requests

8. Develop in-depth Product Knowledge in order to resolve user questions and issues.

9. Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers and external users)

10. Effective interpersonal skills and the ability to work independently and as part of a team

11. Use remote desktop software with clients to resolve issues or demonstrate solution if necessary

12. Take part in client conference calls to obtain necessary data for incident resolution

13. Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.

14. A working knowledge of Point-of-Sale software and troubleshooting a plus.

15. Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency

16. Must have experience working with PC based hardware, software and networking components. Mac knowledge is a plus.

17. Experience working with users, handling problems and requests on the phone and face-to-face with a high degree of professionalism

 
This position is a part of a team oriented department and requires on call and weekend work.
 

Earn competitive compensation and great benefits including:

  • Health/Vision/Dental
  • Paid Vacation
  • Paid Holidays
  • 401k with company match
  • Employee Discount
  • And much more…


Apply Online


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