Technical Support Analyst

Centuri Group, Inc.•Hunters Creek Village, TX

3d•Hybrid

About The Position

Our Tech Support Analyst is responsible for ensuring consistent and optimized delivery of desktop PC service levels for assigned office locations for all IT related needs and requests. This position will focus heavily on executive (C-suite) support.

Requirements

4+ years supporting end-user technologies in a corporate environment (Windows 11, Microsoft Office, O365, Outlook, Exchange, Entra, Active Directory, DNS/DHCP, VPN, wireless networking)
Experience administrating desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment.
Excellent interpersonal, verbal and written communication skills
Demonstrated ability to solve problems with a sense of ownership, enthusiasm and innovation
Self-motivated, goal-oriented and customer-service oriented
Excellent organizational skills; ability to prioritize and control workload
Ability to accomplish departmental, divisional, and organizational goals when information is vague, and details are absent or difficult to obtain.
Ability to maintain confidentiality.

Nice To Haves

Bachelor’s Degree in Business, IT or related field preferred
Experience with conference room & AV systems preferred
Experience with ITIL and other quality assurance processes preferred
Microsoft and other certifications are beneficial

Responsibilities

Ensure all support calls are handled efficiently within prescribed SLAs to ensure maximum productivity
Deliver an exceptional level of IT support to all levels of the organization – most specifically C-Suite executives
Troubleshoot and resolve technical issues related to desktop hardware and software, audio systems, mobile devices, collaboration tools and network connectivity
Provide regular and proper communication to customers throughout the resolution process
Ensure all support calls and tickets are documented
Coordinate with SMEs to identify and resolve any ongoing or widespread IT service issues
When required, escalate incidents and coordinate with various teams to ensure timely resolutions
Create and update technical documentation as needed
Installations, upgrades and imaging of laptops and desktops
Software installations, updates and deployments utilizing MDM tools
Manage and support mobile devices
Maintain asset management records
Ensure that all new IT equipment is configured and deployed in a quality and timely manner
Assist with the setting up of IT infrastructure for new project/work sites or relocating local offices
Assist with IT-related projects to improve service levels or introduce new services
Participate in IT Department projects to improve service levels or introduce new services
Comply with all departmental and corporate policies and procedures
Perform other responsibilities as requested by leadership