The Associate Service Desk Analyst is responsible for providing IT first level support, through various contact channels, as part of the Service Center which is the enterprise single point of contact for handling IT incidents and service requests. Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
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Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 16. $45,400 - $65,000
Answers incoming telephone, voicemail, e-mail and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows administration, Citrix, and remote connection support Recognizes problems, researches, isolates, resolves and follows‐up, as well as logs and tracks calls using an incident management tracking tool Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications Responsible for after hour, on call support for Enterprise IT escalations Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service Manages their own queue and resolves the issue within the established SLA. Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non‐dispatched) Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst) Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions Answers incoming telephone, voicemail, e-mail and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows administration, Citrix, and remote connection support Recognizes problems, researches, isolates, resolves and follows‐up, as well as logs and tracks calls using an incident management tracking tool Provides remote support and resolutions pertaining to client PC, laptops, virtual desktop, mobile devices, etc. and production business applications Responsible for after hour, on call support for Enterprise IT escalations Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service Manages their own queue and resolves the issue within the established SLA. Registers IT issues in an Incident Management tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams Moves the location of existing IT resources by adding new software, upgrading software, and changing the configuration of user settings in software (non‐dispatched) Sets up new users, modifies access for existing users and installs standard applications in the desktop environment (no Security or permissions access is handled by Analyst) Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions
Delta Dental covers more Americans than any other dental benefits provider. As an employee you’ll take part in our mission to become the trusted health partner by collaborating with our communities and employees to reimagine and deliver new possibilities in an ever-changing environment. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology.
Our strategy is only as strong as the people who execute it. We’re hiring individuals that are not just right for today but also for our future. Delta Dental leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We’ve built a foundation of high-trust by treating all people with dignity, making and keeping commitments and consistently striving to do the right thing. As we are working through transformation, we ask employees to find ways to embrace positive change, challenge the status quo to be curious and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other’s strengths and sharing in successes.
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation’s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.