Service Desk Analyst

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Date: Mar 24, 2025

Location: Saint Louis, MO, US, 63103

Company: MERS Goodwill

Required Travel: 0% 
Position Type: Hourly Full-Time  
Salary Range: $19.25-22.50 

 

MERS/Missouri Goodwill Industries is looking for an energetic, self-motivated, and professional Service Desk Analyst to join our Management Information Systems team! The ideal candidate will support our mission, "Changing Lives Through the Power of Work!" and embody our core values of  diversity, integrity, passion, professionalism, respect, and responsibility.

 

The Service Desk Analyst position is responsible for providing IT Tier 1 Service Desk Support in an end user focused, team-oriented support environment. This position will be staffed on site in the St. Louis main office. Tier 1 Service Desk Support includes incidents (break/fix, how to), and various request related support functions/duties and some user account management. The Service Desk is manned 8 A.M to 4 P.M. Monday to Friday with IT personnel providing support for after hours and weekends on a scheduled rotation. If you're seeking an opportunity that empowers you to achieve new goals while pursuing a mission-driven career, then this is the perfect fit for you.

 

Position Objectives:

  • Following the organizations best practices, mission and principles
  • Provide Customer with an outstanding service experience
  • Contribute, in a positive way, toward meeting/exceeding customer satisfaction and organizational performance metrics

Qualifications

  • Education or Equivalent Experience:
  • Associate's degree in information technology or equivalent education or experience in related fields
  • 2 or more years customer service experience or other pertinent related IT experience
  • Experience using or supporting Point-of-Sale (POS) hardware and software (not required but helpful) ITIL Foundations Certification or familiarity with ITIL methodologies and best practices (not required but helpful).

Primary Duties/Responsibilities

  • Ability to work both independently and in a team-oriented environment.
  • Excellent Customer Service & Attitude.
  • Excellent listening/understanding, verbal, and written communications
  • Team Player/Mentor.
  • Excellent troubleshooting, analytical and problem solving.
  • Have a proactive mindset to identify any trends that may impact the end users.
  • Possess a sense of urgency and maintain stress awareness/management.
  • Ability to multi-task while being attentive to the customer.
  • Adaptability, Flexibility, Innovative/Creative Solutions.
  • Willingness to learn and maintain/enhance knowledge.
  • Readily accepts feedback, mentoring, and coaching.
  • Ability to effectively troubleshoot a variety of IT related issues and understand written processes.
  • Knowledge of Microsoft Office suite, MS Teams, Outlook, ticketing tools and other business related software.
  • Knowledge/experience in Active Directory, networking, web, email, mobile device support, security.
  • Knowledge of PC / Laptop hardware and troubleshooting methods.
  • Ability to travel occasionally to Goodwill office and retail store locations if needed for incident resolution.
  • Flexibility to be part of rotational on-call for after hours and weekend support.
  • Ability to lift up to 35 lbs and climb ladders.

Benefits

  • Individual and family medical benefits for full-time employees working 30 or more hours per week.
  • Individual and family dental and vision benefits on the first of the month following the hire date for employees working 20 or more hours week.
  • Voluntary Life and AD&D Insurance on the first of the month following the hire date for employees working 20 or more hours per week.
  • 403(B) Retirement on date of hire for employees working 20 or more hours per week.
  • 403(B) Retirement + Employer Match after one year of employment for employees working 20 or more hours per week.
  • 401(A) Retirement on date of hire for employees working 20 or more hours per week.
  • PTO Accrual up to 15 days based on hours worked.
  • Employee store discount
  • Paid holidays
  • Career Growth Opportunities

 

MERS Goodwill is an equal-opportunity employer.  MERS Goodwill does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor.


MERS/ MO Goodwill requires various background and records checks upon employment.


Nearest Major Market: St Louis