Service Desk Analyst II
Dallas, TX, United States
Description
WORK STYLE DESIGNATION: Onsite
WORK LOCATION: Dallas, TX
EXPECTED PAY RANGE: $24.04 - 33.06 per hour
This pay range is for the position's base salary only. This position may be eligible for other compensation including incentive pay and/or allowances. Candidates will receive additional information during the interview and selection process.
POSITION SUMMARY
This position is responsible for day-to-day technical support of end user workstation hardware, software, networked peripheral devices and networking software; monitoring the Service Desk system and resolving or escalating tickets; and performing computer hardware replacement and data transfer. Scope of support is both U.S. domestic and international.
PRIMARY RESPONSIBILITIES
Install, configure and troubleshoot users' PCs, printers, video, phones and network connectivity issues.
Monitor tickets in the Service Desk system - escalation monitoring, ticket status changes, report generation.
Conduct onboarding training programs to assist new employees in setting up their PCs.
Maintain managed and unmanaged asset inventory including receiving, tagging, storing and updating electronic records.
Assist network team (ETS) with troubleshooting and resolution of onsite networking issues, as needed.
Communicate technical information to technical and nontechnical personnel. Recommend hardware and software solutions, including new acquisitions and upgrades. Participate in testing of information technology and infrastructure projects.
EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS
Post high school technical school or associates degree in computer science or similar discipline.
Bachelor's degree - preferred.
EXPERIENCE AND TRAVEL REQUIREMENTS
Three (3) years minimum relevant IT experience required.
Travel is not anticipated.
SKILLS AND ABILITIES and SAFETY REQUIREMENTS
Extensive knowledge of Microsoft applications, including Windows 11, Microsoft Office products, up to the latest version, and Active Directory.
Familiarity with OKTA or similar identity and access management software.
Familiarity and basic understanding of Microsoft networking fundamentals. Familiarity and basic understanding of switches, routers, firewall, servers, access points, conferencing room equipment.
Excellent verbal/written communications skills.
Ability to provide support over the phone, via screen sharing or remote control, chat and email.
Strong troubleshooting skills.
Work independently making decisions as needed regarding end user needs.
Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to