Analyst Service Desk 1 provides remote first- and second-level IT support for the organization's employees, resolving hardware and software issues across a 24/7/365 multi-channel environment. The role serves as the primary point of contact for all IT-related needs, ensuring timely resolution and maintaining detailed incident records. Analysts must be flexible, work unscheduled hours, and support the organization's mission to deliver reliable IT services.
Key Responsibilities:
Handle incoming queries and requests from end users via email, phone, chat, self-service, and walk-ins.
Document detailed notes on user problems, determine resolution steps, and manage request flow.
Escalate unresolved issues to higher-level support teams and provide diagnostic information.
Receive user hardware for analysis when complex cases arise.
Maintain and update incident records to support troubleshooting and trend analysis.
Serve as the single point of contact for all IT-related needs.
Process service requests and triage incidents through the organization's ticketing system.
Monitor network and system status to identify potential issues.
Diagnose and resolve common hardware, software, and application problems on desktops, laptops, and mobile devices.
Install software and assist end-users with new technologies and training.
Document procedures for internal and external knowledge bases.
Advocate for customers, keep them informed, and deliver service excellence while following corporate guidelines.
Qualifications:
High school diploma or GED.
Experience in Information Technology, Business, Engineering, Network Operations, or related area.
Experience in Customer Service related area.
Ability to obtain other IT standard certifications, e.g., A+, Network+.
Valid Class C Texas Driver's License.