Senior Service Desk Analyst

Be yourself at Protolabs

Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, colour, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

Why Protolabs?

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.

Join Our team as Senior Service Desk Analyst.

In this role you will be responsible for providing support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on-line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems.

What you’ll do:

• Primarily work on site, at desk addressing IT Helpdesk tickets that come in via ticketing system, calls, and walk-ups
• Resolve IT Helpdesk tickets as they come in or triage / escalate them to proper department
• Handle account creations and first tier level remote support
• Maintain/update process documentation pertaining to group
• Partner with other team members on larger projects
• Mentor and act as escalation point for desktop team
• Mentor and act as an escalation point for EMEA Service Desk team members
• Conduct department training for new team members
• Other duties as assigned

What it takes :

• Two-year degree in related field of study or three years directly applicable experience
• 1-3 years of service desk experience
• Windows Operating systems –Windows 10, Windows 11
• Working knowledge of TCP/IP, Active Directory, VMware, MS Office Applications
• Knowledge, Skills, and Abilities:
• Strong communication skills
• Excellent work ethic, positive attitude and sense of urgency
• Strong customer service orientation
• Good communication skills
• Ability to work with users at many technological levels
• Detail oriented, able to follow direction and process
• Team player, works well with department teams and external departments
• Ability to prioritize and stay organized with a LOT going on
• Good technical knowledge and troubleshooting skills
• Willing and able to document procedures, and work progress
• Strong willingness to learn
• Preferred Qualifications:
• VPN, Routing, Voip, Software Deployment Tools, PowerShell or Firewall knowledge a plus

Physical Demands:

While performing the essential duties of this job, the employee is regularly required tosit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.

What to expect in the hiring process

Alignment call

Kick-off with an initial screening with one Talent Acquisition Partners, not really an interview, but the chance to learn more about how we do things, our process and a chance for you to ask all the things you want to know

Interview

A deeper dive into the role, what we’re looking for the hiring manager and you to get to know one another

Further interviews

We always try to streamline our recruitment process as much as possible but may sometimes need to carry out further interviews. This may be to meet other members of the team or more senior employees. It may also be an opportunity to see the site or working area

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