Service Desk Analyst II

Company Introduction

World Strides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. World Strides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports.

Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.

World Strides is seeking a results driven and service oriented Service Desk Analyst with a minimum 2 years of experience to serve in a demanding customer facing role that includes Service Desk phone support as well as providing onsite deskside support as needed. Strong interpersonal and communication skills are a must and qualified candidates will also display impeccable customer service skills and customer focus as this individual will represent World Strides Global IT at one of our remote offices.

Candidate must be willing to serve on a shared weekly On‑Call team rotation and may have to travel to other regional office locations as needed.

• Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and elevate tickets to the appropriate support groups when necessary.
• Provide remote phone‑based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon & Konica Minolta multi‑function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred.
• Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access.
• Support all IP Phone based systems including troubleshoot hard & soft phone connection issues on the Avaya, Teams, and Ring Central platforms.
• Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software.
• Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up. This includes local new hire hardware deployments and retrievals.
• Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution.
• Work directly with developers, project leads, and various business partners to understand and resolve issues.
• Participate in a highly talented, experienced and energetic team on a fast‑paced, agile development schedule.

• 2+ years of experience in a Technical Support or similar role.
• CompTIA A+, Microsoft, or ITIL certifications.
• Ability to resolve all problem issues that affect the users’ productivity and provide training when applicable.
• Basic Linux CLI, sysadmin, and network diagnostic skills.
• An ability to assess each employee's IT knowledge levels.
• Good communication skills with a natural aptitude for interfacing with people.
• Ability to deal with difficult callers or stressful situations.
• Good analytical and problem‑solving skills.
• Logical thinker.
• Up‑to‑date technical knowledge.
• Display discipline towards accurate record keeping.
• Self‑directed and able to handle multiple priorities with demanding time frames.
• Ability to work collaboratively with colleagues and staff to create a high‑quality results‑driven, team‑oriented environment.
• The successful candidate will demonstrate the following personal attributes:
• Excellent…