Title: Service Desk Analyst II
OBJECTIVE:
This position will be responsible for interacting with end users to setup, troubleshoot, and maintain the company's desktop and mobile computing environment.
KEY DUTIES AND RESPONSIBILITIES:
Answer and respond to calls, emails and in-person requests for technical assistance,inquiries, and other servicesCommunicate and resolve issues in a professional and timely manner.Adhere to established SLAs for calls and ticketsConfigure, deploy, and support various computer, networking, phones, mobile devices,audio-video, and other equipment and software related to the end-user computingenvironment.Perform software installation and troubleshooting.Assist with various projects as needed.Other duties as assigned.SDA II Additional Responsibilities:
Travel to remote sites to troubleshoot and setup computers, printers, networking gear, andother computer-related equipment.Serve as initial escalation point for technical questionsAct as technical liaison between third party vendors and end usersPerform regional inventory managementProvide overflow support for inbound calls as neededDevelop and maintain support-related documentationOther duties as assigned.
RESULTS EXPECTED:
Provide prompt, thorough, and accurate issue resolution.Deliver the highest level of professionalism, compassion, and "above and beyond" customerservice, resulting in rapport and confidence with end users.Exhibit Servant Leader traits (appreciation, recognition, encouragement, etc.), which resultsin positive working relationships with internal and external customers.Provide quality work according to Company Core Values & Guiding Principles.
DIMENSIONS REQUIRED:
CommunicationPlanning and organizationAttention to detailGood Judgment and Problem AnalysisAdaptability and flexibilityHigh Degree of ProfessionalismTime ManagementSelf-motivator and team player
REQUIRED MINIMUM QUALIFICATIONS:
High School diplomaPrior service desk experience:
SDA I - Minimum of 2 years experienceSDA II - Minimum of 5 years experience
Bachelor's degree in relevant technical field preferred.MCSE, MCSA, MCITP, or other equivalent desktop certifications preferred.Reliable home internet and cell service required.High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.Entry-level understanding of networking principles.Strong troubleshooting/problem solving skills.Professional communication and customer service skills both written and oral.Strong organizational skills with a keen ability to prioritize and multi-task.SDA II should be able to work with minimal supervision.Ability to focus on short-term and long-term goals simultaneously.Ability to raise issues proactively and in a timely manner.Ability to work well with others in a team-oriented environment.Ability to learn quickly and adapt to new business software and system environments.Must be able to lift end user equipment (up to 25 lbs.).
You will receive the following benefits:
Medical Insurance - Four medical plans to choose from for you and your familyDental & Orthodontia BenefitsVision BenefitsHealth Savings Account (HSA)Health and Dependent Care Flexible Spending AccountsVoluntary Life Insurance, Long-Term & Short-Term Disability InsuranceHospital Indemnity Insurance401(k) including match with pre and post-tax optionsPaid Sick Time LeaveLegal and Identity Protection PlansPre-tax Commuter Benefit529 College Saver Plan
Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.
Posted by:
Heather Allen
Specialization:
Technical Support
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