I.T. Service Desk Analyst II

Superior Group of Companies, formerly Superior Uniform Group, established in 1920, is a combination of companies that help customers unlock the power of their brands by creating extraordinary brand experiences for employees and customers. It provides customized support for each of its divisions through its shared services model.

Fashion Seal Healthcare®, HPI™ and CID Resources are signature uniform brands of Superior Group of Companies. Each is one of America’s leading providers of uniforms and image apparel in the markets it serves. They specialize in innovative uniform program design, global manufacturing, and state-of-the-art distribution. Every workday, more than 6 million Americans go to work wearing a uniform from Superior Group of Companies.

BAMKO®, Tangerine Promotions® and Public Identity® are signature promotional products and branded merchandise brands of Superior Group of Companies. They provide unique custom branding, design, sourcing, and marketing solutions to some of the world’s most successful brands.

The Office Gurus® is a global provider of custom call and contact center support. As a true strategic partner, The Office Gurus implements customized solutions for its customers in order to accelerate their growth and improve their customers’ service experiences.

Job Title:         Service Desk Analyst II

Status:              Exempt

Objective:        The ServiceDesk Analyst II (SDA II) is responsible for effective provisioning, installation/configuration, operation, and maintenance of client systems hardware and software related to end-user needs and requirements. This individual works as a liaison between the end-user community and the technical community within the Information Technology department

Responsibilities:

  • Installing new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
  • Creating a confident reliable transition of projects from technical staff
  • Defining needs, benefits, and potential risk to the project / environment
  • Managing Windows client systems, printers, client computers and all related peripherals
  • Enforcing and following licensing compliance
  • Maintaining installation and configuration procedures
  • Contributing to and maintain system standards
  • Researching and recommending innovative, and where possible, automated approaches for system administration tasks
  • Identifying approaches that leverage our resources and provide economies of scale
  • Providing helpdesk support and resolving problems to the end user’s satisfaction
  • Monitoring and responding quickly and effectively to requests received through the IT helpdesk
  • Monitoring ServiceDesk tickets assigned to the queue and processing first-in first-out based on priority
  • Using and maintaining the helpdesk tracking software according to the documented standards
  • Assisting with onboarding of new users
  • Installing, testing and configuring new workstations, peripheral equipment and software
  • Maintaining inventory of all equipment, software and software licenses
  • Reporting issues to the Service Desk for escalation
  • Managing PC setup and deployment for new employees using standard hardware, images and software
  • Assigning users and computers to proper groups in Active Directory
  • Ensuring every reported issue is entered in the ServiceDesk application
  • Performing regular security monitoring to identify any possible intrusions
  • Notifying alternate levels of system administration of trending issues
  • Ensuring all standard for incident creation and updates are followed
  • Escalating of incidents for rapid resolution, or other support per request from various constituencies. Investigate and troubleshoot issues
  • Repairing and recovering from hardware or software failures, then coordinating and communicating with impacted constituencies
  • Other activities as directed or required

Requirements:

Education, Skills and Experience

  • 3 years of Service Desk experience required, 5+ years preferred.
  • High School Diploma or equivalent required, Bachelor’s Degree preferred
  • Familiarity with all platforms of the Microsoft productivity suites
  • Cursory knowledge of domain disciplines including but not limited to DNS, DHCP, Active Directory, ant-virus, and backup solutions.
  • Position may require lifting up to and including 50 pounds.

Competencies

  • Information Seeking – They are driven by an underlying curiosity and desire to know more about things, people, or issues. This involves going beyond routine questions and includes digging or pressing for exact information, resolving discrepancies by asking a series of questions, or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future.
  • Analytical Thinking – Grasps the underlying concepts in complex information, able to identify root causes of problems, and formulate solutions based on a synthesis of information.
  • Service Focus – Places emphasis on creating customer loyalty by continually enhancing the customer experience. Shows the capacity to identify and understand the needs of customers, manages expectations, and gives priority to meeting and exceeding those needs.
  • Composure and Resiliency – Able to deal effectively with pressure, maintain focus and intensity, and remain optimistic and persistent, even under adversity. Ability and propensity to recover quickly from setbacks, rejections, and conflicts and to maintain self-control in the face of hostility or provocation.
  • Quality Focus – Ensures that all work in one’s own area of the business, throughout the organization, by vendors, suppliers, etc. is performed with excellence and to high standards for quality and integrity.
  • Continuous Learning – Takes responsibility for their own learning and professional development. Objectively aware of the knowledge and skills required to grow in their career, actively seeks out professional development resources to address knowledge and skills needs, and exhibits the personal discipline to accomplish learning goals.
  • Time Management – Focus on completing all work tasks in a timely manner while remaining responsive enough to react to competing demands and shifting priorities. Ability to manage multiple responsibilities while being organized, keeping on top of important time-sensitive tasks, and performing all work accurately.
  • Deliberative Decision Making – Ability to gather, consider, and evaluate all relevant information to make logical conclusions before being moved to action.

 

 

 

**Along with a generous Compensation Package, the company offers an excellent Benefits Package, including Medical, Dental, a Defined Contribution Plan (e.g. 401(k)), Life Insurance, Long Term Disability, and a Flexible Spending Account.

 

EOE AA M/F/Vet/Disability

 

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, genetic information, or other status protected by applicable federal, state, or local law.

Location: 601 S. Royal Lane Coppell, TX 75019

Phone: 727-397-9611

Email: info@superiorgroupofcompanies.com

Apply Now

It’s rewarding working at a place that gives back in so many ways. Superior Uniform is part of the Adopt-A-Shore program and has been hosting on-site blood drives since 1987! Participating in these activities really makes me feel like part of a great team.

I’ve been a part of the Superior family for six years… and appreciate all of the extras offered. Like an on-site Yoga class, a walking program and monthly wellness and nutrition seminars. It feels good knowing I’m important to the company as a person.

The average employee tenure at Superior Group of Companies is 15 years and I’ve personally been part of the Superior Group of Companies family for 14 years. I am delighted to work for a company that provides such great job stability for their employees.

Our nearly 95 years of success has been driven by surrounding ourselves with highly-skilled, dedicated professionals. Our team members truly embody our corporate values of quality, integrity, loyalty and teamwork.

I’m proud to be part of such a wildly diverse team of talent. No matter how different our backgrounds and skill sets might be, each of us is appreciated for our contribution to our common goals. To me, that is truly the meaning of teamwork.

Superior is a publicly traded company who does business nationally… but here I’m not just a number. The opportunity for career enrichment is unlimited and my ideas are taken seriously.

Fashion Seal Healthcare provides cutting edge uniform programs and image apparel for our customers. It makes me proud to be part of a company that continually strives for apparel innovation, and is recognized for it within the textile industry.

Place Your Brand In Superior Hands

Connect With Us