Service Desk Support Specialist

2 days ago

Ennis, Texas, United States Excell Full time
Service Desk Analyst Job Description

We are seeking a highly skilled Service Desk Analyst to join our team at eXcell, a leading provider of IT staffing services and solutions. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our clients and ensuring prompt service delivery to end users.

Key Responsibilities:
  • Provide first response, initial triage, and troubleshooting for all support items received through various channels.
  • Offer 2nd level support, including deskside support and travel to regional locations as needed.
  • Ensure tickets are created for all client contacts and accurately capture incoming tickets as either incidents or service requests.
  • Assess impact and urgency of incidents or support requests to determine priority and escalate or reassign tickets as necessary.
  • Identify trends in incidents to support problem management and record all outages within the ticketing system.
  • Seek approval to purchase, deploy, or upgrade approved endpoint hardware and software, with vendor coordination as needed.
  • Maintain accurate tracking and recovery of IT equipment and escalate items to vendors under existing support contracts.
  • Participate in on-call rotation, responding within service level targets and troubleshooting incidents for global locations outside of business hours.
  • Serve as an assigned resource for approved Service Desk or other IT projects, collaborating with project team members to provide technical leadership and execute activities.
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, email systems such as Exchange/Outlook, and troubleshooting issues clients may be having when connecting to or using network services.
  • Excellent customer service skills with an ability to demonstrate empathy and strong troubleshooting, investigative, and problem-solving skills.
  • Ability to design and develop end-user and training documentation, with a strong desire to learn and a collaborative team player who can effectively participate in global departmental level meetings.
  • Upholds best practice standards as well as departmental policies and procedures, with excellent listening skills, verbal, and written communication.
Additional Skills:
  • Solid Active Directory knowledge, including managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.
  • Experience imaging/deploying desktops, laptops, and mobile devices, as well as supporting mobile devices using Intune or other MDM solutions.
  • Experience configuring and managing desk/soft phones using Avaya or other platforms, with an ITIL Foundation certificate and Apple Certified Support Professional / Apple Certified IT Professional certification.

We offer 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 and is an equal opportunity employer. For more information, visit https://www.excell.com.

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