Service Desk Analyst

SRS Distribution•McKinney, TX

3d•Hybrid

About The Position

The Service Desk Analyst at the company plays a crucial role in delivering exemplary customer service and technical support to our Corporate and Branch locations, acting as the primary point of contact for all technical issues. Responsible for providing Tier 1-2 support, this position demands prompt response to service requests across various communication channels, diligent documentation, and adherence to service level agreements, while also executing user maintenance and troubleshooting in accordance with established protocols. The ideal candidate is required to possess a high-school diploma or GED with relevant desktop administration experience, strong communication skills, a valid driver's license, and the capacity to work in diverse environments, demonstrating an ability to maintain punctuality and collaborate effectively on team projects and after-hours support rotations.

Requirements

High-school diploma or general equivalency diploma (GED).
Minimum of three years of related desktop administration experience.
Intermediate expertise in Microsoft Windows and Microsoft Office suites.
Proficient in troubleshooting computer hardware and software issues.
Familiarity with mobile software, including iOS and AndroidOS.
Strong ability to leverage browser search engines, systems administration tools, and scripting and automation tools for troubleshooting.
Demonstrated excellent written and verbal communication skills.
Possession of a valid driver's license.
Ability to work in varied environments including indoor offices, indoor warehouses, and outdoor warehouse yards.
Capacity for occasional long periods of sitting and standing.
Ability to engage in extensive use of computers, phones, and other technologies.
Capability to lift, carry, push, or pull up to 25 pounds.
Willingness to participate in an after-hours on-call rotation.
Availability to travel up to 25% as required for team projects and support activities.

Nice To Haves

Proven experience with remote office/user support is advantageous.
Possession of advanced certifications such as Microsoft Certified: Azure Fundamentals, CompTIA A+, Network+, or similar credentials that demonstrate a higher level of expertise and commitment to professional development in technical support roles.
Demonstrated proficiency in utilizing ITSM software for managing service requests, incidents, and change processes effectively.
Experience with popular platforms such as ServiceNow, BMC Remedy, or Jira Service Desk is highly desirable.
Experience in troubleshooting and providing support for Linux and MacOS operating systems, in addition to the required expertise in Windows, to offer comprehensive multi-platform support.
Knowledge of basic cybersecurity principles and practices, including familiarity with recognizing phishing attempts, managing secure connections, and understanding data protection policies, contributing to a more secure support environment.
A proven track record of applying exceptional customer service skills in high-pressure environments to enhance user satisfaction and service desk efficacy.
Previous experience contributing to IT projects, demonstrating an understanding of project management methodologies and the ability to assist effectively in collaborative team projects.
Bilingual Proficiency, English/Spanish Fluency
Experience with scripting languages such as PowerShell, Python, or Bash to automate routine tasks and improve efficiency in service delivery.
High-level interpersonal skills, including strong conflict resolution and negotiation capabilities, to negotiate and resolve issues effectively while maintaining positive relationships with users and team members.
A bachelor's degree in Information Technology, Computer Science, or a closely related field is preferred, enhancing the requisite understanding and capability for comprehensive technical support and service delivery.

Responsibilities

Deliver exceptional first-tier and second-tier technical support to all users across Corporate and Branch locations, ensuring seamless resolution of technical issues and maintaining operational continuity.
Respond efficiently and within Service Level Agreements (SLAs) to all service requests received through diverse communication channels, such as ITSM work orders, email, chat, text, phone, and voicemail.
Accurately document and track all service requests following established protocols to ensure accountability and facilitate effective resolution tracking.
Resolve assigned work orders punctually, consistently meeting or surpassing customer expectations, and adhering to established service timelines.
Perform vital Active Directory maintenance tasks, including account unlocking and password resets, to ensure user accessibility and security.
Proactively troubleshoot and prioritize the resolution of hardware and software issues, escalating complex problems in accordance with standardized processes.
Collaborate on team projects and provide support for hardware and software deployment aligned with company standards.
Contribute to a dynamic team environment by participating in the after-hours on-call rotation and sharing expertise to enhance team knowledge and capabilities.