Service Desk Support Specialist

3 days ago

Reston, Virginia, United States eXcell, a division of Compucom Systems Full time
Service Desk Analyst (L1) Job Description

eXcell, a division of CompuCom Systems, is seeking a skilled Service Desk Analyst (L1) to join their team onsite in Ennis, TX. This is a 12-month Contract to Hire opportunity.

Overview:

The Service Desk Analyst is part of the Global Service Desk team, responsible for providing technical support to end-users through various channels, including phone, email, ticket system/web portal, and walk-up service support.

The primary role of the Service Desk Analyst is to ensure prompt service delivery to end-users by monitoring and managing the intake of all incidents and support requests. The analyst aims to resolve all tickets within the team's scope of responsibility or ensures that all items are correctly reviewed, updated, and reassigned to other appropriate IT teams.

Responsibilities:

  • Provide first response, initial triage, and troubleshooting for all support items received through various channels.
  • Provide 2nd level support, including deskside support and travel to regional locations as needed.
  • Ensure tickets are created for all client contacts.
  • Ensure incoming tickets are accurately captured as either incidents (break/fix) or service requests.
  • Assess the impact and urgency of an incident or support request to determine priority.
  • Escalate or reassign tickets to appropriate resources with complete documentation of all actions and steps taken.
  • Identify trends in incidents to support problem management.
  • Record all outages within the ticketing system.
  • Seek approval to purchase, deploy, or upgrade approved endpoint hardware and software.
  • Maintain accurate tracking and recovery of IT equipment.
  • Escalate items to vendors under existing support contracts.
  • Participate in on-call rotation, responding within service level targets and troubleshooting incidents for any global location outside of business hours.
  • Serve as an assigned resource for approved Service Desk or other IT projects.

Requirements:

  • 2-3+ years' experience in Level 1 technical support.
  • Experience providing technical support in an enterprise environment consisting of Windows PCs, thin clients, Citrix, 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 and training documentation.
  • 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.

Additional Skills:

  • Solid Active Directory knowledge.
  • Experience imaging/deploying desktops, laptops, and 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.

eXcell offers a comprehensive benefit package, including health insurance, 401k, basic life/AD&D, supplemental insurance plans, paid time off, paid holiday, paid sick leave, FSA/HSA pre-tax benefits, and employee discounts. W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell supports Equal Employment Opportunity.

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