Service Desk Analyst II

JOB SUMMARY

The Service Desk Analyst 2 (weekend/day shift) will provide intermediate technical support to resolve advanced technical issues related to hardware, software, and networking.

The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating, updating and resolving technical service requests from customers and with speed and precision. This role is on the front line for reactive client requests, handling with a high level of accuracy and customer satisfaction.

This role involves providing both remote and on-site support while collaborating with Tier 2 and 3 engineers to address complex issues. Additionally, the technician will assist with IT projects and system updates. This position is ideal for someone with strong IT support experience, troubleshooting skills, and an interest in taking on more responsibility.

The hours of the position will be 7 a.m.

- 6 p.m., 4 days a week. Thursday thru Sunday are dates needed for this shift. It will also require someone to report to the office in McKinney, Texas at least 2 days during the week.

• Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email.
• Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
• Collaborate with team members and escalate issues appropriately.
• Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
• Document client specific information as needed to enable secured but easy access for future, related issues.
• Intake of packages and deliveries received to the office. Enter the information for each delivery into Zoho under the relevant client and mark that package for pickup by the engineer.
• May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.
• Provide in-depth support for escalated issues with desktops, laptops, servers, and network devices. Troubleshoot hardware, software, and network problems, including firewalls, switches, and access points.
• Windows Server & Active Directory Management
• Troubleshoot and manage issues related to Windows Server, Active Directory, and Group Policy. Ensure systems are functioning optimally and securely.

• Assist with setup, configuration, and troubleshooting of network components, including VPNs, routers, switches, and firewalls.

• Provide support for Office 365, including user management, license assignments, troubleshooting, and email-related issues. Assist with Exchange Online and on-premises troubleshooting, focusing on mailbox management, email flow, and user access issues. Ensure proper integration between cloud and on-prem environments and resolve any service disruptions.
• Support cloud environments like AWS, GCP, and Azure. Assist with cloud resources, routine maintenance, and troubleshooting related to cloud infrastructure. Collaborate with senior team members on cloud migrations and configurations.

• Work alongside Tier 1 and Tier 3 support teams to resolve complex technical issues and ensure smooth escalation processes.

• Perform regular updates, upgrades, and maintenance tasks to keep client systems secure and up to date.
• Coordinate with third-party vendors for support and service-related issues. Manage and escalate tickets to vendors as needed, ensuring timely resolution and keeping clients informed of progress. Act as a liaison between the client and vendor for smooth communication and effective issue resolution.

• Provide remote support to end-users, assisting with software installations, troubleshooting, and educating users on best practices.

• Contribute to client onboarding and IT infrastructure projects as needed. Assist with deployment and configuration of new systems or services.

• Use ticketing systems such as Remedy, Jira, or Service Now to track and document all support requests, ensuring detailed and accurate records of troubleshooting and resolutions.

• Customer Focus:
  Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
• Attention to Detail:
  Accurately manage and document service requests, ensuring proper tracking and resolution.
• Time Management:
  Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

Required:

• 3+ years of…