Desktop Engineer, Bit Bar

Bit Bar / Service Desk Analyst

Duration: ASAP until December 31, with a possibility of extension. Role is 100% onsite in Irving, Texas.

Experience, & Skill Requirements:

• 3 + years of hardware or software support experience in a large enterprise desired
• Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
• Knowledge of Microsoft Windows, mobile devices, imaging tools
• 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

Overview:

Provide exceptional customer service and technical support at the Bit Bar, assisting end users with hardware, software, and device-related issues. May also provide technical support to corporate employees, plant personnel, and vendors through Technology Service call management and issue resolution.

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:

• 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 in person, telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
• Participate in a weekly Genius Bar 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

** 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.**