NEW JOB OPENING
SERVICE DESK ASSOCIATE
IN Irving, TX, USA!

Service Desk Associate / Service Desk Analyst

Looking to start ASAP

Duration: Until the end of the year, possible extension

Role is 100% onsite in Irving, Texas



Shift: Hours: 7:00 AM - 4:00 PM Central, 100% onsite



• We are looking for a Service Desk Associate until the end of the year.

• This person will be working with our corporate, plant, and vendor customers by picking up some of our Technology Service Calls.

• We are expecting an uptick of calls to occur between these months.



Requirements

• 2-3+ years of hardware or software support experience in a large enterprise desired

• Certifications such as A+ is preferred.

• Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices

• Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools

• Intermediate knowledge of Microsoft Windows 10

• Experience working with IP networking and networking protocols

• Experience supporting end user workstations

• Strong Analytical, troubleshooting and problem solving skills

• Experience gained through college degree programs and/or certifications is applicable to above skills



Summary

As a key team member of the Digital Experience team, the IT Service Desk Analyst will assist clients by providing outstanding customer service for all End User Services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. The IT Service Desk Analyst will be located in our Irving offices.



Key Accountabilities

• Primary daily responsibilities include: managing technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.

• Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency

• Participate in a weekly Genius Bar / Depot Support team that provides local and remote breakfix solutions to the Enterprise

• Document activities and resolutions in ITSM solution

• Monitor ticketing system and email for notification and internal assistance requests

• Troubleshoot and resolve problems to satisfy requests

• Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner

• Participate in regular quarterly training courses

• Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times

• Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution

• Improve knowledge of, and ability to operate, all technical support tools and technologies

• Provide end user training in small group sessions as well as perform new employee mentoring

• Contribute technical solutions to the IT Knowledge Base

• Participate in projects and initiatives as directed by leadership



About Our Client:

Our client is a premier Texas-based energy company focused on the competitive energy and power generation markets through operation as the largest retailer and generator of electricity in the growing Texas market.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**