Support Specialist - Plano, United States - Motion Recruitment

    Motion Recruitment
    Motion Recruitment Plano, United States

    3 weeks ago

    Motion Recruitment background
    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 II Additional 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 II should 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.).