9 days old
2018-05-152018-06-12

IT Service Desk Analyst

Frisco, TX 75034
  • Job Code
    617104
  • Payrate
    $16 To $16

Position: IT Service Desk Analyst


Long term opportunity, no end date


Defined as, a technician who is responsible for answering customer calls to the IT Help Desk, responding to emails, documenting incident information in RemedyForce tickets, diagnosing, and resolving the customer incident remotely. Spanish language skills preferred.


General Environment


The IT Help Desk Agent provides support services to internal customers and contractors. This includes supporting a wide range of hardware, networks, servers and internal/external software through various organizations within the company. This may include but is not limited to the following:


- 1st level support of all inbound calls/e-mails


- Accurate and detailed logging, ticketing, and tracking of all calls in Client Incident Management system (UAD / Avanti)


- Accurate, timely, and professional resolution for all supported issues


- Timely and professional follow up on all calls


- Quick identification and control of high priority issues


- Accurate escalation of tickets per departmental procedures


- Efficient and accurate resolution of all assigned tickets


Essential Duties and Responsibilities


- Provide 24/7 IT Help Desk support that includes: initial problem determination, diagnostics and capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management and problem notification to the customer management


- Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests


- Perform IT Help Desk services as follows:


- Unlocking user accounts


- Resetting mail and other applicable system passwords


- Provisioning and tracking of SecurID tokens used for Remote Access


- Provisioning and supporting customer owned cellular phones and Smart Phones


- Performing troubleshooting on:


o Customer desktop image


o Network Connectivity


o VPN and Remote Access Technology/Procedures


o Extranet access


o Standard software and hardware


o Printers and Peripherals


o Customer Business Applications


o Microsoft Software (Office suite products)


o SSL VPN


o Portable computing devices


- Handling basic "how-to's" for:


o Windows operating systems


o Microsoft Office (Outlook, Word, Excel, PowerPoint, Access, OneNote)


o Microsoft Visio


o Microsoft Project


o Microsoft Excel


o Adobe Acrobat


o VPN clientInternet Explorer


o Identity and Access Management System


o Personal computing devices as listed above


o Network routers for home use


- Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact


- Appropriate procedures will be followed for after-hours contact


Required Knowledge


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


- Working knowledge of Windows operating systems, XP, 7


- Familiarity with Apple operating systems


- Working knowledge of Microsoft Office, e.g. Word, Excel, Outlook, Access, Power Point, Lync


- Working knowledge of Internet technology


- Working knowledge of various printers


- Technical proficiency in the areas of:


o Hardware/Software


o Network/Remote Access technology


o Account administration


o Wireless networking technology


- Minimum 1-2 years recent IT Help Desk experience in an Enterprise environment


Required Business and Personal Skills


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


- Communication Skills, Spanish Language skills required


o Give very clear written and verbal support to all customers


o Read and interpret a variety of instructions


o Have professional speaking voice on the phone


o Effectively deliver clear messages


o Write professional documents involving all types of correspondence, e.g. memorandums, letters, e-mails, etc.


o Communicate information to appropriate persons


- Reasoning Ability


o Patience; have effective interpersonal skills; assertiveness as well as diplomacy and the ability to determine when each is required


o Prioritize all tasks, projects, job duties and responsibilities in a very fast paced work environment


o Work effectively under pressure


o Set personal deadlines


o Utilize effective time management skills


- Analytical and Problem solving Skills


o Excellent questioning skills as well as the ability to identify, isolate and communicate problems from and to all levels of customer base and staff


o Provide problem solving solutions over the phone, through email and live Web Chat


- Learning Skills


o Enthusiastic approach towards learning new systems and software packages


o Capability of mastering basic knowledge and skills to perform job duties


o Capability to continue to learn all new and upcoming networking features and software packages


o Willingness to implement change


- Professional Skills


o Prioritize tasks given a set of deadlines and deliverables


o Work as a member of a support staff team


o Deliver requests from various sources especially in regards to a supervisor(s)


- Language Skills


o Solid knowledge of the English language, both verbal and written


Preferred Skills:


- Help Desk Institute ("HDI") and/or other relevant certifications


- Familiarity with Information Technology Infrastructure Library ("ITIL")


- Customer Service training


Prior experience using Enterprise Incident capture tools (Remedy, Salesforce, Service Now)


- A.S./A.A. degree in a computer-related field of study or equivalent experience


- Incident Management system skills (RemedyForce) is preferred

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Randstad Technologies
Frisco, TX 75034

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