IT Support Analyst - Plano, United States - Motion Recruitment Partners LLC

Description

Title:
Service Desk Analyst


II

OBJECTIVE:

This position will be responsible for interacting with end users to setup, troubleshoot, and maintain the company's desktop and mobile computing environment.

KEY DUTIES AND RESPONSIBILITIES:
Answer and respond to calls, emails and in-person requests for technical assistance,
inquiries, and other services
Communicate and resolve issues in a professional and timely manner.
Adhere to established SLAs for calls and tickets
Configure, deploy, and support various computer, networking, phones, mobile devices,
audio-video, and other equipment and software related to the end-user computing
environment.
Perform software installation and troubleshooting.
Assist with various projects as needed.
Other duties as assigned.


SDA
IIAdditional Responsibilities:
Travel to remote sites to troubleshoot and setup computers, printers, networking gear, and
other computer-related equipment.
Serve as initial escalation point for technical questions
Act as technical liaison between third party vendors and end users
Perform regional inventory management
Provide overflow support for inbound calls as needed
Develop and maintain support-related documentation
Other duties as assigned.


RESULTS EXPECTED:
Provide prompt, thorough, and accurate issue resolution.
Deliver the highest level of professionalism, compassion, and "above and beyond" customer
service, resulting in rapport and confidence with end users.
Exhibit Servant Leader traits (appreciation, recognition, encouragement, etc.), which results
in positive working relationships with internal and external customers.
Provide quality work according to Company Core Values & Guiding Principles.


DIMENSIONS REQUIRED:
Communication
Planning and organization
Attention to detail
Good Judgment and Problem Analysis
Adaptability and flexibility
High Degree of Professionalism
Time Management
Self-motivator and team player


REQUIRED MINIMUM QUALIFICATIONS:
High School diploma

Prior service desk experience:
SDA I - Minimum of 2 years experience
SDA
II– Minimum of 5 years experience

Bachelor's degree in relevant technical field preferred.
MCSE, MCSA, MCITP, or other equivalent desktop certifications preferred.
Reliable home internet and cell service required.
High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.
Entry-level understanding of networking principles.
Strong troubleshooting/problem solving skills.
Professional communication and customer service skills both written and oral.
Strong organizational skills with a keen ability to prioritize and multi-task.
SDA
IIshould be able to work with minimal supervision.
Ability to focus on short-term and long-term goals simultaneously.
Ability to raise issues proactively and in a timely manner.
Ability to work well with others in a team-oriented environment.
Ability to learn quickly and adapt to new business software and system environments.
Must be able to lift end user equipment (up to 25 lbs.).

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