08 Apr
Sr. Service Desk Analyst (Night and Week-End Shift)
Texas, Houston , 77001 Houston USA


Job Summary
  • 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 customer networked environments
  • Execute effectively in fast-paced environment within applicable service levels and procedures
  • Respond to network and server alerts to ensure maximum up time of identified devices
  • Assist with some infrastructure incidents and requests
  • Provide frequent updates to the internal knowledge base system
  • Conduct knowledge sharing and training sessions with peers
  • Complete other duties as assigned

  • 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

Required Skills
  • Extensive experience supporting Windows., MS Office, including Office 365
  • Advanced experience supporting and administration of MS Exchange 2013 and later, including Exchange 365
  • Advanced experience with Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
  • Experience supporting and administration of VPN clients
  • Demonstrated success supporting clients remotely via phone, remote control tools
  • Experience using ticketing software such as Cherwell or Remedy and demonstrated 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 touch type minimum of 60 WPM

Working Conditions /Physical Effort
  • Responsibilities may require holidays sometimes with little advanced notice
  • On site work at client locations maybe required
  • Some lightweight lifting of office equipment

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