Service Desk Analyst

3 weeks ago

Irving, United States Planet Technology USA Full time

Service Desk Specialist

  • 95% Remote- 1 day per month in office (Dallas area)
  • 3+ years in Helpdesk environment, 2+ years network-related support, 2+ years MS Office

Summary:

In this role, you will focus on resolving a wide range of software and hardware related issues while providing top-tier customer service to our end users. You will have high visibility and will collaborate with internal users to provide technical support via phone and email. We are looking for someone to have a wide-range skill set including working with our ticketing system, verbal and written communications, basic networking, system support, and end user troubleshooting

Responsibilities:

  • Act as a technical resource to assist and support software implementation projects.
  • Serve as liaison to other resources as needed to solve complex issues or report bugs, etc.
  • Troubleshoot and resolve access related issues using Active Directory and SailPoint.
  • Basic Office 365 troubleshooting and support
  • Outlook-Updates, Setting up users, password resets etc.
  • Troubleshooting a variety of hardware and software problems in a timely manner, maintaining SLA standards and first call resolution
  • Configuration, Troubleshooting, and Repair of hardware and software
  • Windows and MS Office support
  • Familiar with basic networking support (TCP/IP, DNS, VPN and DHCP)
  • Mobile device set-up and support iPhones /Android
  • Creating tickets, running reports, searching knowledge articles, and analyzing data using the RemedyForce ticketing system
  • Troubleshooting issues with messaging platforms, collaboration, video conferencing and A/V issues

Qualifications:

  • 3+ years of experience in Helpdesk (Phone & email) technical support for an enterprise organization with a major ticketing system (Remedy preferred, but not a must)
  • 2+ years supporting, networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS for an Enterprise Organization
  • 2+ years troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and related add-ins
  • Advanced Excel spreadsheet experience including pivot tables, formulas, and dashboarding
  • Troubleshooting all aspects of mobility, including Windows/Mac laptops, remote connectivity, VPN
  • Must have experience working with Office 365, Active Directory, and Microsoft Exchange
  • 2 or more industry certifications (i.e. CompTIA suite, ITIL, Microsoft Specialists, ACSP, etc.) preferred
  • Bachelors degree (BS or BA) preferred

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