IT Service Desk Analyst I

$56,547 - $84,820/Yr

Weyerhaeuser - Seattle, WA

Full-time - Entry Level

Seattle, WA

Forestry and Logging

About the position

The IT Service Desk Analyst I at Weyerhaeuser is responsible for providing first-contact support for IT-related issues and requests, ensuring high levels of customer satisfaction through effective service. This role involves troubleshooting, resolving customer inquiries, and collaborating with the IT team to enhance service delivery. The position is based in Seattle or can be performed remotely, with a standard work schedule from 8 am to 5 pm Pacific time, Monday through Friday.

Responsibilities

• Provide accurate, friendly, and efficient customer service over the phone for IT-related questions and issues.
• Intake and resolve over 60% of assigned tickets and service requests using defined processes.
• Listen and empathize with customers to provide helpful solutions and educate users on IT-related requests.
• Document customer interactions systematically and accurately.
• Collaborate with the Enterprise Technical Services team and broader IT organization to enhance service delivery.
• Reset passwords for various applications as needed.

Requirements

• Associate degree or equivalent experience required.
• 0-2 years of relevant information technology experience.
• Proficient in using IT Service Management/Service Desk ticketing tools.
• Ability to troubleshoot basic issues for Outlook, VPN, MFA, web browsers, and Teams.
• Customer service experience with strong communication skills.
• Working knowledge of Microsoft Office, including Outlook, Word, and Excel.

Nice-to-haves

• Associate's degree (or higher) in Information Technology.
• Experience using Cherwell or similar IT Service Management tool.
• Certificates in Foundational ITIL v4, MCSA.

Benefits

• Paid parental leave
• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance