Service Desk Analyst II (Coppell, TX)

Service Desk Analyst II (Coppell, TX)

JOB SUMMARY

The Service Desk 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.

ROLE AND RESPONSIBILITIES

  • Resolve assigned tickets within established service level agreements
  • Manages Windows client systems, printers, client computers and all related peripherals
  • Installs, tests and configures new workstations, peripheral equipment and software
  • Maintains inventory of all equipment, software and software licenses
  • Manages PC setup and deployment for new employees using standard hardware, images and software
  • Assigns users and computers to proper groups in Active Directory
  • Ensures all standards for incident creation and updates are followed
  • Repairs and recovers from hardware or software failures, then coordinates and communicates with impacted constituencies
  • Other activities as directed or required

QUALIFICATIONS

REQUIRED EDUCATION/SKILLS/EXPERIENCE

  • 3 years of Service Desk experience required
  • High School Diploma or equivalent required
  • 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.

PREFERRED QUALIFICATIONS

  • Bachelor’s Degree
  • 5+ years of experience

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 competitive 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, a flexible spending account (FSA) and paid maternity/paternity leave.

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.