Service Desk Analyst

3 weeks ago

Hillsboro, United States Pyramid Consulting Full time

Immediate need for a talented Service Desk Analyst. This is a 12+ months contract opportunity with long-term potential and is located in Hillsboro, TX (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 24-43656

Pay Range: $22 - $23/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

  • Resolve all tickets within scope through use of experience, scripts/knowledge base, detailed research or peer collaboration, with complete documentation of all actions taken and eventual resolution steps.
  • Collaborate with and escalate or reassign unresolved tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve.
  • Build and maintain solid skillset/knowledge in troubleshooting the organization's endpoint infrastructure and relevant applications.
  • Troubleshoot issues with Windows OS, macOS, iOS, and Android. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.
  • Create change tickets in support of end user-related changes. Perform scheduled changes or deployments and ensure accurate completion of change tickets.
  • As assigned, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk for inclusion in technology roadmap.
  • Project Delivery
  • Serve as an assigned resource for approved Service Desk or other IT projects. Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly. Help ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.
  • Team Leadership
  • Actively participate in knowledge sharing, including training new team members and cross-training peers.
Key Requirements and Technology Experience:
  • Key Skills; Troubleshooting, Mac OS, M365,ITIL
  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
  • Minimum 1 year of experience in IT Level 1 support, 2-3 years' experience in IT Level 1/Level 2 support preferred.
  • Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
  • Experience supporting M365 applications, and email systems such as Exchange/Outlook.
  • Experience troubleshooting issues clients may be having when connecting to or using network services.
  • Excellent customer service skills with an ability to demonstrate empathy.
  • Experience supporting both onsite and remote users.
  • Experience providing Executive-level support.
  • Strong troubleshooting, investigative and problem-solving skills.
  • Ability to design and develop end-user & training documentation.
  • Enthusiastic and pleasant attitude.
  • Strong desire to learn.
  • Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
  • Upholds best practice standards as well as departmental policies and procedures.
  • Excellent listening skills, verbal and written communication.
  • Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
  • Experience imaging/deploying desktops, laptops & mobile devices.
  • Experience supporting mobile devices using Intune or other MDM solution.
  • Experience configuring and managing desk/soft phones using Avaya or other platforms.
  • ITIL Foundation certificate.
  • Apple Certified Support Professional / Apple Certified IT Professional certification

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#Del

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