Technical Support Specialist

2 weeks ago

Plano, Texas, United States She Recruits, LLC Full time
Position Title: IT Service Desk Analyst

Location: Remote

Compensation: $65,000 - $80,000

The IT Service Desk serves as the primary point of contact for clients seeking technical assistance. The IT Service Desk Analyst (IT SDA) is tasked with delivering responsive remote support to clients who depend on technology to fulfill their responsibilities. IT SDAs must promptly address and resolve a variety of Desktop, Network, and Server Support inquiries. They operate within the established reactive services framework of the Service Desk Department, which outlines the methodology and processes for reactive services, along with customer service communication and performance benchmarks.

Key Responsibilities:
  • Deliver remote support to end users for managed services clients.
  • Address service requests, incidents, and issues received through various communication channels.
  • Prioritize support tickets based on client needs and severity, ensuring clear communication and empathy to enhance the client experience.
  • Follow guidance from the Service Desk Coordinator regarding priority and service escalations, and efficiently manage overflow service desk inquiries.
  • Escalate urgent service matters to the Service Desk Coordinator and relevant team members as necessary.
  • Accurately categorize and assign tickets based on the nature of the request.
  • Provide real-time updates on ticket status to clients using PSA Software, while managing assigned tickets and schedules with documented service activities.
  • Report daily key performance indicators, including the number of tickets resolved, and meet established daily objectives.
  • Assist with on-site visits and Moves, Adds, Changes, and Decommissions (MACDs) as required.
  • Continuously identify, support, and implement Process and Change Management initiatives.
  • Create and maintain technical documentation, processes, and knowledge base articles.
  • Analyze ticket trends and provide insights to the team to proactively mitigate future issues.
  • Enhance proficiency with Remote Monitoring and Management (RMM) tools, utilizing scripting and automation for swift and effective issue resolution.
  • Participate in an on-call rotation for after-hours emergency support.
  • Resolve all Tier 1 and Tier 2 incidents, including:
    • Installation and troubleshooting of virtualization, with a preference for Hyper-V experience.
    • Desktop support and user device issues.
    • Network-related problems, including Domain Access, VPN, LAN/WAN/WLAN, and device concerns.
    • Server support challenges, including Active Directory and Group Policy management.
    • Ongoing administration of Office 365.
    • Support for Centralized Services with RMM management and resolutions, including backup, virus protection, and system alert issues.
    • Vendor management for application support, printing, and phone system troubleshooting.
    • Access control and security incident response and remediation.
    • Management of Desktop Moves, Adds, Changes, and Decommissions (MACDs), including the creation and deployment of new images.
Benefits:

Flexible in-office schedule, comprehensive company benefits starting immediately, a positive workplace culture, and quarterly catered lunches.

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