Service Desk Support Analyst II

1 week ago

Tea, United States Road Safety Services, Inc. Full time

RSS is the second largest provider of highway striping and pavement markings for roads and parking lots throughout the US. We value the safety of our employees, take pride in the quality of our work and the integrity of our team members. As a result of both organic growth and acquisitions we are searching for experienced Service Desk Support Analyst II to join our team.

Primary Duties and Responsibilities

Accept technical support calls and emails to the I.T. Department and track issues to resolution via an enterprise help desk system.

Troubleshoot and resolve end-user hardware, operating system, and software related problems.

Troubleshoot and resolve basic network and server access problems for end users. Troubleshoot and resolve issues with voice communications (i.e., VoIP telephones) and voicemail systems.

Analyze and forward support issues that cannot be addressed by the HelpDesk to appropriate IT personnel.

Install, configure, and test laptops/desktops, mobile devices, peripherals, and software.

Responsible for new user setup including user account creation and image-based hardware deployments.

Maintain inventory of hardware devices and software licensing. Educate staff on appropriate use of hardware and software to prevent errors and promote efficiency. Complete assigned companywide rollouts of upgraded desktops, laptops, monitors, and other computer equipment.

Develop and update help desk documentation and procedures.

Assist employees using Microsoft desktop operating systems (Windows Server, Windows 10) and applications. (Outlook, Word, Excel, PowerPoint, Visio, industry specific and proprietary software, etc.)

Perform other duties as assigned.

Provide 2nd Line support and remote support to internal and external customers.

Incident and Problem handling in complex and distributed application environment with coordination of issue resolution to agreed Service Levels and Targets and escalation to 2nd and 3rd Line Support or Third parties where necessary.

Strict triage and resolution of tickets within agreed business time frame.

Serves as liaison to services organization and other required departments about issues, actions to be taken, and communication.

Solving reported and pro-actively found issues using support functions available within the supported systems / applications.

Detailed Error analysis throughout the application landscape.

Identify and categorize issues to provide a root cause analysis.

Develop workarounds for business users until upcoming releases or emergency patches.

Help-Desk ticket ownership, ensuring timely response, follow-up, and communication with any involved party in order to find a quick solution for the internal business users.

Documenting and extending of knowledge base ensuring Know-How transfer to and within the application support teams.

Qualifications:

1+ years' experience managing Office365 environments.

3 years' experience managing Windows servers.

2+ years troubleshooting PC, printer, network connectivity, mobile devices, and other technical issues.

Proficient with desktop remote troubleshooting tools.

Maintain proficiency in emerging technologies.

2+ years hardware experience working with a variety of Intel based PCs, laptops and servers.

Oriented to technical area either studies or experience.

Minimum 3 years of general Help Desk experience in an enterprise environment required.

Occasional travel may be required.

Experience supporting Windows desktop operating systems required.

Experience supporting Microsoft Office required.

Working knowledge of OS image creation and deployment concepts and best practices required.

Working knowledge of laptop/desktop/peripheral hardware required.

Willingness and ability to take calls after hours and on weekends required.

Excellent written and verbal communication skills with a focus on providing clear, concise and professional documentation for areas of assigned responsibility required.

Working knowledge of Active Directory preferred.

Working knowledge of networks and network cabling preferred.

Working knowledge of automated software deployment mechanisms preferred.

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