Service Desk Analyst

We are currently hiring a IT Service Desk Analyst to provide service desk support to our corporate and agency customers, and complete PC lifecycle desktop support for our corporate customers in our Dallas, TX Office.

Essential Functions

• Performs all change/add/move activities related to new user accounts, terminations, and Exchange distribution lists

• Provides technical support for Office 365 email, Office products, and Microsoft Windows and Macintosh operating systems to all end users

• Responsible for all PC lifecycle activities for corporate users: PC imaging and configuration, software installs, data backup, hardware support, and all office moves/remote deployments

• Troubleshoots issues with corporate printing and scanning devices and contacts vendor dispatch as required

• Supports the MODE Global RingCentral phone system, including setting up new users in the system, deactivating unused extensions, provisioning phone hardware, and RingCentral communication applications in the desktop environment

• Supports customers 24/7 on a rotating on-call schedule

• Assists Infrastructure team as required to resolve systems issues

• Meets or exceeds established service level agreements for initial contact and time to resolution for all issues

• Assist in office workstation organization and setup

• Assist infrastructure team with office network \ server closest management

• Assist infrastructure team with office Wireless network trouble shooting

Qualifications

• Previous technical service desk and/or desktop support experience required

• Must be proficient in support for Windows 7, Windows 10/11, and Office 365

• MacOS X and Android/iOS experience preferred

• Excellent written and verbal communication skills

• Must be able to prioritize tasks and projects to meet customer need