Associate Service Desk Analyst

Position Overview

Associate Service Desk Analyst – first response for service and incident requests via phone calls and emails. Multi-tasking with a strong focus on efficiently handling incidents and service requests. Work under guidance of senior analysts and manager to learn our business model and suite of services.

Verra Mobility is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy. Core values:
Do What's Right, Lead with, Win Together, and Own It. Aggressive growth strategy with organic and acquisition opportunities to maintain market leadership across critical competencies: bias for action, customer focus, teamwork, results drive, and commitment to excellence.

• Provide 1st level technical assistance and support for incoming queries and issues related to computer systems, printers, software, and hardware through emails, phone calls, and ticketing system.
• Effectively communicate expectations, timelines, and resolution to end users.
• Utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashion.
• Answer all calls from end users and manage the shared mailbox.
• Interact with employees as the first level of assistance for in-office walk ups.
• Hold meetings with stakeholders during major incidents as requested.
• Gain an understanding of the business and stay abreast of new technology systems, methods, and platforms.
• Learn and maintain processes in accordance with our SOX compliance program.
• Follow documentation to fulfill request and identify gaps to improve processes.
• Other duties as assigned.

• 2+ years of Service Desk related experience.
• 2 years of experience supporting hardware, software, laptops and desktops.
• 2+ years of proven customer service experience in person and via phone.
• Provide 1st level triage of all support tickets, emails and phone calls.
• Demonstrate the ability to run a technical meeting and provide the company updates during outages and business critical events.
• Familiar with configuration, set-up, testing and troubleshooting a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals and handheld devices.
• Familiar with installing, testing, and troubleshooting an array of software applications including multi-platform operating systems, third-party, and proprietary applications.
• Familiar with basic troubleshooting support of LAN, WAN, Wireless, Cellular, Broadband.
• Ability to handle multiple tasks concurrently and to completion.
• Collaborate with team members and others outside of IT to resolve complex issues.
• Maintain a high level of professionalism and be accountable for actions.
• Familiar with spyware removal, virus removal.
• Ability to identify and organize tickets along with emails according to priority and forward tickets to the proper tier of technicians in the correct resolving group.
• Provide after hours support in a scheduled team rotation as needed.

• Excellent customer service skill in a technology capacity by phone, email and in person.
• Familiar with Power Shell and running scripts to perform daily task.
• Familiar with Remote Desktop products used to troubleshoot.
• Must have attention to detail.
• Strong knowledge of ticket management.
• Working knowledge with Active Directory.
• Working knowledge with Office 365 and mailbox management.
• Experience with SCCM or similar PC management platforms.
• A+ Certification.
• Incident Management Experience.
• Bilingual.
• Familiar with ITIL methodology and corporate environment.
• Experience supporting/troubleshooting Apple products.
• Experience supporting/troubleshooting other mobile devices.

• Own It – focus on high performance and drive toward breakthrough outcomes.
• Do What's Right – champion integrity and good character.
• Lead with Grace – express humility and compassion, authentic and candid.
• Win Together – collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.