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Service Desk Analyst II

2 months ago

McKinney, Texas, United States SRS Distribution Full time
Service Desk Analyst II

The Service Desk Analyst II is a critical member of the Information Services Team at SRS Distribution, delivering exceptional user experience and technical support to all users across the organization.

This role is responsible for providing Tier 1-2 technical support to users, troubleshooting hardware and software issues, and escalating complex issues to the appropriate team members or resources. The Service Desk Analyst II will also be responsible for documenting and tracking Service Desk Requests via Work Orders, following established standards and procedures.

Key Responsibilities:

  • Provide technical support to users via phone, email, chat, and other approved communication channels.
  • Troubleshoot and diagnose hardware and software issues using AI-powered knowledge management tools and troubleshooting resources.
  • Escalate complex issues to the appropriate team members or resources, following established processes and procedures.
  • Document and track Service Desk Requests via Work Orders, following established standards and procedures.
  • Conduct Active Directory end-user maintenance, including unlocking accounts and password resets.
  • Follow established standards for deployment of hardware and software.
  • Troubleshoot and diagnose issues related to mobile devices, including operating systems, applications, and connectivity.
  • Assist users with mobile device security and data management.
  • Champion Knowledge Centered Service (KCS) principles to ensure information is accurate, up-to-date, and readily accessible for both users and colleagues.

Requirements:

  • Three years of experience in technical support with both remote and in-office users.
  • Proven ability to leverage AI and knowledge management tools.
  • Understanding of KCS principles and practices (preferred).
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and prioritize tasks in a fast-paced environment.
  • Commitment to continuous learning and staying up-to-date on technical advancements.

Work Environment:

The Service Desk Analyst II will work in a hybrid environment with a mix of office, indoor warehouse, and outdoor warehouse (yard) settings. The role requires occasional extended sitting or standing, and the ability to lift, carry, push, or pull up to 25 lbs.

Technology Utilization:

The Service Desk Analyst II will utilize extensive use of computers, phones, and various technologies. Regular interaction with employees and teams at all levels within the company is required.