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Service Desk Analyst

2 months ago

San Antonio, United States Cox Manufacturing Full time $22
Job DescriptionJob Description

Cox Manufacturing is a family owned and operated organization, our vision is to provide premier, small part production machining services to our customers while providing a high Quality of Life for our employees and being a positive influence for Christ. As one of the largest turning shops in the nation we innovative and growing with patented technology.

The Service Desk Analyst position delivers essential information technology services to our internal customers in support of our business objectives.

Responsibilities:
  • Answer calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on office information systems
  • Provide support for implementation, troubleshooting, and maintenance of IT systems
  • Provide first-level problem identification, diagnosis, and resolution of problems
  • Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the end user(s)
  • Provide tier 1/2 support to end users for desktop, server, applications, communications, or hardware
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
  • Simulate or recreate user problems to resolve operating difficulties
  • Recommend systems modifications to reduce user problems
  • Provide local Technical Support Services for end user support on the multiple network disciplines within the organization
  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
  • Communicate with the IT Operations Lead for the Operations team to maintain compliance with Service Level Objectives (SLOs) in accordance organizational standards
  • Contribute to the change management process; represent the interests of the customer when assessing risk and impact
Qualifications:
  • Bachelor's degree in computer science or related field OR Associates degree with at least 2 years’ relevant experience OR 4 years’ relevant experience
  • Proven ability to manage technical processes, information analysis Information Technology (IT) experience
  • Understanding of applying basic security principles to the computing environment (CE)
  • Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, mobile phones, desktop video/video teleconference systems, and peripherals
  • Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems
  • Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs
  • Ability to troubleshoot Microsoft products including, but not limited to, Windows, MS Office, including Windows security, and other Microsoft desktop products
  • Experience installing and supporting workstation hardware and software
  • Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders
  • Must have excellent written and verbal communication skills and excellent customer service skills
  • Must be able to work 7am to 4 pm, Monday through Friday- ONSITE


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