Service Desk Analyst

SGS Consulting; Austin (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

SGS Consulting is seeking a capable IT Service Desk specialist to provide initial assessment, triage, and resolution of incidents related to application software and infrastructure. You will support desktops, networks, and batch scheduling, with a focus on timely, professional assistance.

You will log calls, monitor service levels, work with Opcon for enterprise scheduling, and uphold security and regulatory requirements including the Bank Secrecy Act.

Qualifications

• Experience in Technology Service Desk environments.
• Proficiency with Microsoft Office suite.

Responsibilities

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding application software and infrastructure components.
• Support desktop, network, software and batch scheduling issues.
• Log calls, monitor service levels, and escalate as needed.
• Maintain uptime for enterprise job scheduling system (Opcon) and batch processing.
• Ensure security and confidentiality per laws including Bank Secrecy Act; adhere to regulatory requirements.
• Explain technical situations clearly to non-technical users.

Skills

Service Desk

Desktop support

Troubleshooting

Education

High School

Tools

Active Directory

Citrix

Job description

Job Responsibilities:

Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure componentsProvide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applicationsTroubleshoot, diagnose and resolves complex desktop, network, software application and batch scheduling problemsWork to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearanceLog all calls and offer triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completenessPerform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessaryRespond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individualsMonitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processingThe selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Skills:

Technology Service Desk experienceMicrosoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint)TCP/IP, DNS, and DHCPMicrosoft Active Directory and Citrix

Education/Experience:

High School