Service Desk Analyst
First Onsite
128 reviews
Fort Worth, TX 76137
Full-time
First Onsite
128 reviews
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Job details
Job Type
Full-time
Full Job Description POSITION PURPOSE
First Onsite is looking for a Service Desk Analyst to join our Information Technology team. This role will serve as the point of contact for the nearly 1200 employees located in the continental US, Puerto Rico, and Hawaii. The ideal candidate will be highly organized, display excellent interpersonal skills, and have a strong desire to resolve any technical issue the customer presents.
Responsibilities include but are not limited to:
• Providing prompt and courteous technical support services
• Performing technical support for Windows-based laptops, mobile devices, IP telephones, printers, line of business specific software, and the Microsoft Office product suite
• Interfacing with users via telephone, email, remote support solution, and other means
• Participating in the evaluation, testing, and recommendation of new hardware and software being considered for adoption into the organization
• Developing procedural/process documentation and revising the knowledge base on a regular maintenance schedule
• Troubleshooting tier 1 and 2 tickets to resolve issues for end users and capturing thorough notes associated with the solution in each ticket
• Troubleshooting network, system, and application related issues, outages, etc. and escalating to appropriate resources when necessary
QUALIFICATIONS
Technical Qualifications:
• Intermediate skill level working with Microsoft Active Directory/Azure Active Directory, Windows 10, and MS Office (M365)
• Experience installing, troubleshooting, and maintaining peripherals such as printers, scanners, cameras, etc.
• Experience with Apple/iOS and Android devices, Microsoft Remote Desktop, Service Desk ticketing systems, other remote computer support technologies
• Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, LAN/WAN).
• Knowledge of standard IT security practices such as virus remediation, firewalls, phishing, etc
Behavioral Qualifications:
• Ability to set priorities, meet deadlines, and multi-task with minimal supervision
• Ability to identify when it is appropriate to escalate a ticket and facilitate a "warm hand-off"
• Demonstrable ability to quickly learn and support various business applications
• Ability to effectively communicate with employees at all levels and in various situations
• Ability to patiently explain concepts to our users in laymen's terms
• Excellent analytical, decision-making, problem-solving, and troubleshooting skills
Experience:
• 2+ years of service desk/desktop support experience
• Associate's degree in Information Security, Computer Science, Information Systems or equivalent work experience
PREFERENCES
• ITIL certification a plus
• CompTia A+, Network+, Security+ certifications desirable
SPECIAL POSITION REQUIREMENTS
• Duties are performed in the following work environments: 95% Office and 5% Field
WORK REQUIREMENTS
• Frequent deskbound work requiring the use of telephones, computer and mouse
• Able to regularly lift and/or move up to 25 pounds for at least 100 feet
• Able to periodically lift more than 25 pounds for at least 100 feet, with the assistance of another member of the team
• Able to walk, stand, sit, use hands to finger/pinch/grip, handle/feel objects, reach with hands and arms, climb and balance, stoop, kneel, crouch and crawl, see, and hear
THE COMPANY offers excellent benefits including: Medical, Dental, Life, Long Term Disability, PTO days, Paid Holidays and a 401(k) Retirement Plan.
THE COMPANY is an Equal Opportunity Employer. THE COMPANY will not tolerate discrimination against any employee or applicants on any legally-recognized basis including, but not limited to: age; ancestry; childbirth or related medical condition; citizenship; color; creed; familial status; genetic information; height; weight; marital status; national origin; physical or mental disability or handicap; pregnancy; race; religion; sex; sexual orientation; uniform service member status or veteran status.
Third party resume submissions not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.
THE COMPANY is an E-Verify Employer.