Service Desk Analyst II

Reports To: Manager, IT Support Services

Department: Information Services

Classification: Hourly

Location: McKinney, Texas

Prepared By: Senior Manager, IT Support Services

Prepared On: November 1, 2020

The SRS Service Desk Analyst II ("Service Desk Analyst") works as an integral part of the Information Services Team to provide outstanding customer service and support for all users in our Corporate and Branch locations. The Service Desk Analyst is the first line of support for all technical issues submitted to the Service Desk.

Duties and Responsibilities:

• Provides Tier 1-2 service to all users in our Corporate office location, as well as all Branch locations for all divisions

• Responds promptly and within determined SLA to requests assigned via ITSM work order, email request, chat/text, phone calls, voicemail and other forms of communication

• Ensures all Service Desk Requests are documented and tracked via Work Orders per established standards

• Follows through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA

• Conducts Active Directory end user maintenance (unlocking accounts and password resets)

• Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures)

• Follows established standards for deployment of hardware and software

• Assists with Team Projects and travel (as needed)

• Participates in a balanced after-hours On Call rotation

• Provides training and assistance to teammates where information sharing is needed

• Proven punctuality as defined by management provided schedule

Education and Experience:

High-school diploma or general equivalency diploma (GED) with three years related desktop administration experience. Experience with remote offices/users helpful. Excellent written and verbal communication skills.

Computer Skills:

To perform this job successfully, an individual must have intermediate technical knowledge and familiarity with

• PC software to include Microsoft Windows and Microsoft Office

• Troubleshooting skills and techniques

• Computer Hardware

• Mobile software to include iOS and AndroidOS

In addition, excellent troubleshooting skills are required using various toolsets such as browser search engines, systems administration tools, and scripting and automation tools.

Certificates and Licenses:

Valid driver's license required. Microsoft/CompTIA certifications preferred.

Able to work in our environment:

• Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment

• Occasional long periods of sitting and standing

• Long periods of computer phone and technology utilization

• Must be able to lift, carry, push or pull up to 25 lbs.

• Position requires regular interaction with employees at all levels of the company

• Travel requirement up to 25%