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Information Technology Support Analyst

4 months ago

Houston, United States IS&T IT Services Full time

IT Service Desk Analyst III

Houston, Texas, United States


Summary

The primary role of the IT Service Delivery Analyst is to provide support for business applications and systems. This includes help desk and desk side support duties as it pertains to end user’s systems and applications while meeting business SLA’s. Triage all incoming support incidents and requests to achieve resolution or escalate to correct towers for support.


Essential Duties and Responsibilities

  • Customer Service/Service Delivery and procurement
  • Understand the customer is the most important part of the job.
  • Understanding priorities and objectives and taking an active role in accomplishing these objectives.
  • Involves dealing with and/or responding positively to complaints, problems, etc. over the phone and in person
  • Manage Service Delivery/Help Desk Requests
  • Completes requests for service-related items including, but not limited to: Account Setup, Terminations and changes, Access control, password Resets, file/applications, printer, hardware diagnostics and special desktop setups.
  • Logs all direct calls or email requests into ServiceDesk system and update request status
  • Triage all incoming incidents and request coming from the field or from our outsourced provider
  • Provide level 2 support for assign systems and business applications
  • Problem analysis and resolution
  • Analyzes and resolves IT Incidents and problems, and/or escalates accordingly.
  • Reconciling inventory across a variety of systems and statuses (in stock, in use, legal hold, etc.) as well as wiping/disposal activities.
  • Ensuring timely delivery of goods, works and services using the team’s procurement procedures.
  • Managing the refresh of assets for their assigned location.
  • Assisting team members as needed to ensure the entire asset service is robust and operationally efficient.
  • Managing and monitoring procurement activities including purchase processes, evaluation, contract adherence, legal considerations and payment conditions to avoid risk and exposure.
  • Ensuring timely preparation of procurement plans for projects and new hire activities and monitor their implementation.
  • Meets business SLA’s for first response and resolution
  • Drives business improvements through technology
  • Provides solutions for trending problems
  • Implements procurement process improvement steps
  • Meets customer satisfaction requirements set by IT leadership


Experience and Qualifications

  • Excellent communication skills (written and verbal).
  • Ability to work both within a team environment and independently to prioritize tasks.
  • Ability to maintain demanding timelines.
  • Ability to work independently and manage time efficiently.
  • Understanding of ITIL standards
  • Desire for process improvement and optimization utilizing existing IT systems
  • 5-7 Years’ Experience in a Service Desk Support Function
  • Some experience in PowerShell Scripting
  • Experience in Windows OS Installs and Imaging
  • Experience with Printer Management and IT Asset Management
  • Familiarity with VDI and VMWare
  • Skilled in troubleshooting laptop and desktop technical issues.
  • Knowledge of ITIL Practices a plus
  • Technical and critical thinker who is goal oriented with a desire to learn new technologies
  • High school diploma or equivalent required
  • Experience building KB articles and technical documentation
  • Ability to take ownership of issues and ensure customer satisfaction of resolutions
  • Proven ability to manage and prioritize ticket queues
  • ITIL Foundation certification
  • Experience in administering MDM solutions
  • Experience in troubleshooting AD permissions
  • Experience troubleshooting VDI
  • Experience with power shell automation scripting
  • Fluency in English essential
  • Some knowledge of Spanish would be an advantage


Benefits

  • Competitive Pay
  • Holiday Pay
  • Referral Bonuses
  • Long-Term Career Advancement
  • Great Team Environment
  • Paid Time Off
  • Full-time employees eligible for Medical, Dental, Vision, Basic Life, AD&D and Short-Term & Long-Term Disability insurance on the 1st of the month following 60 days of employment
  • 401(k) Retirement Plan after 90 days.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

  • The employee will be working at the corporate office and will be required to sit for long periods of time at a desk working on a laptop.
  • The noise level in the work environment is usually moderate.
  • This is a Hybrid role - 3 days at least are required to work in our Corporate office.