Service Desk and Support Analyst

VoltaGrid • Midland, TX

6h

About The Position

As a Service Desk and Support Analyst, you will deliver effective remote and desk-side 1st and 2nd level IT support, problem resolution and assistance for all IT related incidents and requests. You will be working as part of the End User Services team providing a single point of contact to resolve or coordinate resolution within agreed policies and procedures.

Requirements

• Minimum of five (5) years’ experience as a desktop support specialist, system administrator, or support analyst.
• Demonstrated experience in system administration, system design and planning, office planning, remote administration of desktops, laptops or servers, and/or building and supporting a remote and distributed workforce.
• Experience with desktop and server operating systems and antivirus systems.
• Working knowledge of Microsoft Office applications.
• Ability to apply technical knowledge in a logical progression to diagnose customer problems.
• Ability to present ideas in user-friendly language to non-technical end users.
• Ability to handle computer hardware, software, and mobile devices.
• Ability to troubleshoot problems through the use of computer diagnostic tools.
• Sound understanding of the impact of IT on the business.
• Ability to work in a fast-paced start-up environment, including a willingness to lend a hand in non-job-related tasks if needed.
• Ability to support emergency outages in the evenings and weekends.
• Ability to work with a team, take general directions from several sources, focus attention on details, and complete projects.
• Ability to organize, schedule, and prioritize departmental and individual work to meet various schedules and objectives.
• Strong analytical skills and logical thought processes, with the ability to identify and resolve sophisticated issues/problems.
• Proven IT technical background in a customer-facing environment with strong customer service, communication, and interpersonal skills, including the ability to manage multiple tasks, conflicting priorities, and work effectively in a high-pressure, team-oriented environment.

Responsibilities

• Record and track all IT related incidents and service requests on the Helpdesk system, whether received by phone, email or electronically to ensure prompt resolution within agreed policies and procedures.
• Perform problem diagnostics, investigation and resolution of desktop related incidents and requests to ensure continued provision of IT services in line with business needs.
• Monitor and coordinate incidents relating to LAN, WAN, back office, voice and applications with the relevant support teams or 3rd parties to ensure resolution within agreed timeframes.
• Classify and set incident prioritization in accordance with the business impact and with service standards set for the department to ensure all requests are dealt with appropriately.
• Communicate and liaise progress and status to users to ensure they are kept informed of incidents and service requests for the complete life cycle and that all incidents and problems are closed in agreement with and to the satisfaction of the user.
• Maintain the equipment register to ensure accurate tracking of all company IT assets.
• Provision and de-provision access to corporate applications, including but not limited to Active Directory service access, network folder access, and Microsoft 365 environment.
• Perform user administration functions such as creation of new user IDs.
• Perform root cause analysis of recurring problems to identify solutions that prevent future occurrences.
• Test desktop computers and ensure that computer systems and software are functioning properly.
• Deploy pre-packaged software using distribution tools and processes.
• Perform physical build and installation of desktop computers and software system installation for various computer applications and programs.
• Maintain, replace, and upgrade faulty hardware components in desktop computers and peripheral devices.
• Maintain and upgrade computer systems or provide recommendations on required upgrades.
• Maintain other computer peripheral devices such as printers and resolve printing issues as they arise.
• Assist 3rd level support teams in examination of network servers, equipment, and maintenance.
• Support project teams for new implementations and initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed