Job description
TITLE: Sr. Service Desk Analyst
LOCATION: Houston, TX - REMOTE/HYBRID Schedule
STATUS: Full-Time with Benefits
SALARY: 50K - 60K depending on experience
SHIFTS:
Monday - Friday: 6:30AM to 3:30PM
Monday - Friday: 7:30AM to 4:30PM
Monday - Friday: 10:00AM to 7:00PM
REQUIRED: Advanced experience with Active Directory and Exchange Admin
*During Training - Schedule will be Monday - Friday, 8 AM - 6 PM. Training usually lasts 2-4 weeks, depending on progress*
Job Summary:
The Sr. Service Desk Analyst provides exceptional phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.
About Us:
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.
Essential Job Duties:
- Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
- Supports the team process and participates on cross-functional teams
- Understand and implement security best practices and work with security specialists to minimize vulnerabilities
- Respond to network and server alerts to ensure maximum up time of identified devices
- Understand and comply with all contractual SLAs, policies and procedures
- Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
- Analyzes and recommends alternative solutions to meet customer needs
- Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
- Create and maintain documentation to build knowledge and provide training when necessary
- May be required to take after-hours on call support as necessary
- Complete other duties as assigned
Required Skills:
- Experience supporting and administration of VPN clients
- Alert Monitoring
- Crisis Management
- Demonstrate success supporting clients remotely via phone, remote control tools
- Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
- Solid familiarity supporting multi-function printers remotely
- Experience imaging and deploying new and replacement laptop and desktop equipment
- Ability to perform server patching and pre/post activities
- Diagnose and troubleshoot VOIP and telephony issues
- Ability to triage various business/industry related applications
- Extensive experience supporting Windows, MS Office, including Office 365
- Intermediate experience with server and network related issues
- Ability to touch type minimum of 60 WPM
- Excellent communication, interpersonal and critical thinking skills - previous experience supporting Executives (VIP "white glove" support)
- Multi-tasking abilities
Qualifications:
- Required Education: High school diploma, college graduates preferred
- Required Experience: The minimum experience for this position is 2-3 years of relevant experience in incident management and support.
- Must have advanced experience supporting and administering MS Exchange, including Exchange 365
- Must have advanced experience with Azure AD and Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
Working Conditions /Physical Effort:
- Fast paced and high-volume environment
- Responsibilities may require holidays sometimes with little advanced notice
- Some lightweight lifting of office equipment
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