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Technical Support Specialist II
2 months ago
The SRS Service Desk Analyst II, also referred to as the "Service Desk Analyst," plays a crucial role within the Information Services Team, delivering exceptional customer support and assistance to all users across various locations. This position serves as the primary point of contact for all technical inquiries directed to the Service Desk.
Key Responsibilities:
- Delivers Tier 1-2 support to users in both Corporate and Branch locations across all divisions.
- Responds swiftly and within the defined Service Level Agreements (SLA) to requests received through ITSM work orders, emails, chat/text, phone calls, voicemails, and other communication channels.
- Ensures comprehensive documentation and tracking of all Service Desk Requests via Work Orders in accordance with established protocols.
- Proactively manages all assigned Work Orders in a timely manner to meet or exceed customer expectations while adhering to SLAs.
- Conducts maintenance tasks for Active Directory end users, including account unlocks and password resets.
- Effectively diagnoses and resolves customer hardware and software issues, escalating as necessary according to established procedures.
- Adheres to defined standards for the deployment of hardware and software solutions.
- Assists with team projects and travel as required.
- Participates in a balanced after-hours on-call rotation.
- Provides training and support to colleagues where knowledge sharing is beneficial.
- Demonstrates consistent punctuality as outlined by the management schedule.
Qualifications:
High school diploma or equivalent (GED) along with three years of relevant desktop administration experience. Familiarity with remote office environments is advantageous. Strong written and verbal communication skills are essential.
Technical Proficiencies:
To excel in this role, candidates must possess intermediate technical knowledge and familiarity with:
- PC software, including Microsoft Windows and Microsoft Office.
- Troubleshooting methodologies and techniques.
- Computer hardware components.
- Mobile operating systems, including iOS and AndroidOS.
Additionally, exceptional troubleshooting abilities are required, utilizing various tools such as browser search engines, systems administration tools, and scripting and automation software.
Certifications:
A valid driver's license is mandatory. Microsoft or CompTIA certifications are preferred.
Work Environment:
- Indoor office, indoor warehouse, and outdoor warehouse (yard) settings.
- Occasional extended periods of sitting and standing.
- Prolonged use of computers, phones, and technology.
- Ability to lift, carry, push, or pull up to 25 lbs.
- Regular interaction with employees at all organizational levels.
- Travel requirements may reach up to 25%.
SRS Distribution is an Equal Opportunity Employer and values diversity in the workplace.
We actively encourage military veterans to apply, recognizing the valuable skills and experiences gained through service.
