Service Desk Analyst II (Weekends)

McKinney, TX - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

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 8 a.m. - 7 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.

KEY RESPONSIBILITIES

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.

Network Support

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

Office 365 and Exchange Management (Online and On-Prem)

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.

Cloud Services Management (AWS GCP Azure)

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.

Collaboration with Support Teams

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

System Updates & Maintenance

Perform regular updates upgrades and maintenance tasks to keep client systems secure and up to date.

3rd Party Vendor Management

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.

Client Support & Training

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

Project Support

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

Ticketing & Documentation

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

KEY COMPETENCIES

Customer Focus

Provide clear communication and resolution regarding service requests to ensure customer satisfaction.

Collaboration

Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.

Continuous Improvement

Identify gaps in documentation and processes to enhance efficiency and service delivery.

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.

QUALIFICATIONS
Required:

3 years of experience in IT support particularly in troubleshooting and resolving complex technical issues.
Strong knowledge of Windows operating systems Active Directory Windows Server and network infrastructure.
Experience with ticketing systems (e.g. Zoho Connectwise or ServiceNow).
Proven ability to diagnose and resolve technical issues independently.
Strong written and verbal communication skills.
Time management skills and the ability to prioritize multiple concurrent issues.
The ability to work independently but also be a team player.
Thriving in a fast-paced environment. Performing well under pressure.

Preferred:

Experience with cloud-based services like Office 365 AWS GCP or Azure.
Relevant certifications such as CCNA CompTIA Network CompTIA A or MCSA.
Experience in network management cloud environments or virtualization.

WORK ENVIRONMENT BENEFITS
Netrio offers a hybrid work environment prioritizing work-life balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including:

Competitive salary and bonus structure.
Comprehensive benefits package.
Wellness programs and professional development opportunities.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

Required Experience:

JOB SUMMARYThe 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 ...