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Service Desk Analyst

Company: DISYS
Location: Irving
Posted on: November 18, 2021

Job Description:

Sr Service / Help Desk Analyst Contract-Hire - Onsite in Irving, TX Looking for some experience with networking, infrastructure technologies LAN/WAN, and hosting service (Citrix is preferred)

  • Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community.
  • This position requires experience with Windows 10, Microsoft O365, TCP/IP, VPN, and other desktop support utilities.
  • Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives.
  • This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment.
  • IT Service Desk Tech will address the full spectrum of support issues presented to them with little frequency of escalation. Responsibilities
    • Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
    • Analyzes and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
    • Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
    • Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
    • Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.
    • As required, conducts personal appointments with users to resolve their support issues.
    • Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.
    • Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users.
    • Works collaboratively with other support staff to foster a TEAM environment
    • Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback.
    • Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date.
    • Participates in after-hours on-call coverage and departmental staff meetings. Digital Intelligence Systems, LLC (DISYS) is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. Job Requirements:
      • Excellent communicator, both written and verbal.
      • Exceptional soft skills that convey a sense of trust, competency, control and ownership with all customers.
      • Proficient use of MS Office products.
      • Active Directory administration.
      • PC hardware and peripherals troubleshooting.
      • CompTIA A+ certification or equivalent.
      • Minimum 1 years of relevant IT Service Desk and desktop support work experience.
      • Experience tracking the lifecycle of service requests using an incident management system.
      • Experience and competency with facilitating end-user support over the telephone in a mid to large sized corporate environment.
      • Experience supporting remote users with remote desktop utilities.
      • Proven experience in problem analysis, training and documentation.
      • Knowledge and experience with the construction materials industry is an asset.
      • Provide users with network technical support
      • Maintaining hardware and software to support end users
      • Providing support to end users and desktop support
      • Provide end-user software troubleshooting and support
      • Resolve technical hardware and software issues
      • Provide technical support to end users
      • Assist users with application software issues
      • Provide technical support for internal users
      • Provide technical support, including desktop support, user training, assisting users with hardware and software issues
      • Resolve help desk issues including troubleshooting hardware and software issues
      • Provide technical support to end users via telephone
      • Capture support activities and help support end-users
      • Provide hardware and software training and support to end-users
      • Resolve software and hardware issues
      • Resolving hardware and software issues
      • Ensure support for hardware/software and office equipment issues
      • Provide technical support to other support analysts
      • Instruct users on computer software and hardware
      • Conducting software analysis and providing application support to end users for all software systems
      • Provide remote and local system user support related to software application and hardware

Keywords: DISYS, Irving , Service Desk Analyst, Professions , Irving, Texas

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