Associate Service Desk Analyst

Company Overview

Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.

In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber

Position Purpose

The Associate Service Desk Analyst position provides front-line technical support via phone, in email, chat, and in person for Sleep Number’s workforce. 

Primary Responsibilities

• Use ticketing system (ServiceNow) to document incidents and assign them to other groups if necessary
• Initial triage, troubleshooting, and analysis of hardware and software issues
• Assist with testing new applications and updates to both software and hardware systems
• Interact with all levels of staff and management throughout each segment of the business
• Modify configurations, utilities, software default settings, etc. for workstations
• Occasional troubleshooting deep dive into chronic/re-occurring issues
• Break/Fix of known issues
• Identify potential outages, fully document and notify appropriate on-call staff
• Password resets not handled by automated systems
• Utilize, contribute to, and update the Service Desk knowledge base
• Document all incidents completely and accurately
• Open and close incidents in a timely manner, maintaining targeted First Call Resolution and quality metrics
• Provide status updates on outstanding incidents to users
• Work efficiently and ensures troubleshooting steps are taken and noted on every call
• Partner with Tier 2 and 3 Support Teams on projects, deployments, and upgrade initiatives

Position Requirements

• High School Diploma
• Associate's or Bachelor's degree preferred
• 1+ years' experience in a similar role
• Creative, flexible, and proactive problem solver
• Ability to prioritize job duties in a fast-paced environment
• Able to work effectively as part of a team

Wellbeing

Our company's purpose is to improve the health and wellbeing of society.

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Examples of how we invest in your wellbeing:

• Sleep - Our 360® smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.

• Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.  

• Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles.

• Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.

• Community - Paid time off for volunteering and connections to our communities through our Diversity, Equity & Inclusion initiatives, and support for charitable causes.

• Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor’s Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.