Service Desk Analyst

MODE Transportation, LLC; Dallas (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

MODE Transportation, LLC in Dallas, TX is hiring an IT Service Desk Analyst to provide frontline support to corporate and agency customers and perform PC lifecycle desktop support for our Dallas office.

The role covers account management, Office 365 and Windows/MacOS support, device imaging, software installs, hardware support, and on-call rotation. Strong communication and prioritization are essential to meet SLAs.

Qualifications

• Experience in technical service desk or desktop support.
• Proficiency with Windows 7/10/11 and Office 365.
• MacOS X and mobile OS experience preferred.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks to meet customer needs.

Responsibilities

• Handle all user account changes and Exchange distribution lists.
• Provide support for Office 365, Office apps, Windows and MacOS to end users.
• Manage PC lifecycle tasks: imaging, configuration, software installs, backups, hardware support.
• Troubleshoot printing/scanning devices and coordinate vendor dispatch.
• Support RingCentral desk phone system, setup new users and devices.
• Support customers 24/7 on rotating on-call schedule.
• Assist Infrastructure team to resolve systems issues.
• Meet SLAs for initial contact and time to resolution.
• Assist with workstation organization and office network/Wi-Fi trouble.

Skills

Windows 10/11 support

Office 365 support

MacOS support

Mobile device support (iOS/Android)

Customer service/communication

Job description

We are currently hiring a IT Service Desk Analyst to provide service desk support to our corporate and agency customers, and complete PC lifecycle desktop support for our corporate customers in our Dallas, TX Office.

Essential Functions

• Performs all change/add/move activities related to new user accounts, terminations, and Exchange distribution lists
• Provides technical support for Office 365 email, Office products, and Microsoft Windows and Macintosh operating systems to all end users
• Responsible for all PC lifecycle activities for corporate users: PC imaging and configuration, software installs, data backup, hardware support, and all office moves/remote deployments
• Troubleshoots issues with corporate printing and scanning devices and contacts vendor dispatch as required
• Supports the MODE Global RingCentral phone system, including setting up new users in the system, deactivating unused extensions, provisioning phone hardware, and RingCentral communication applications in the desktop environment
• Supports customers 24/7 on a rotating on-call schedule
• Assists Infrastructure team as required to resolve systems issues
• Meets or exceeds established service level agreements for initial contact and time to resolution for all issues
• Assist in office workstation organization and setup
• Assist infrastructure team with office network \ server closest management
• Assist infrastructure team with office Wireless network trouble shooting

Qualifications

• Previous technical service desk and/or desktop support experience required
• Must be proficient in support for Windows 7, Windows 10/11, and Office 365
• MacOS X and Android/iOS experience preferred
• Excellent written and verbal communication skills
• Must be able to prioritize tasks and projects to meet customer needs

SKILLS & ABILITIES

• Experience: Transportation industry experience a strong plus.
• Computer Skills: Experience supporting Windows 10/11 and Office 365, as well as Macintosh and mobile devices