Service Desk Analyst

Cynet Systems Inc; Frisco (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in the IT sector is seeking candidates for a Level 1 IT Support role. The successful candidate will diagnose hardware, software, and network issues while providing excellent customer service and support. This position is crucial for ensuring effective IT operations and user satisfaction.

Qualifications

• Understanding of OS support (Windows, MAC).
• Knowledge of Internet Security and data privacy principles.
• Excellent verbal and written communication skills.

Responsibilities

• Provide hardware/software/network problem diagnosis and resolution.
• Coordinate relationships with vendors and support staff.
• Respond to users and manage incidents with follow-up.

Skills

Problem-solving

Communication

Customer Service

Active Directory Management

Basic Networking

Tools

Office 365

Google Workspace

Job description

Job Description:

• Provide hardware / software / network problem diagnosis / resolution via email / chat & Calls for customer’s end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention.
• Responds to telephone calls, email, instant messages, and assigned tickets from users.
• Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• Provide all required documentation including standards, configurations and diagrams.

Technical Requirements:

• Understanding of OS support (windows, MAC).
• Understanding on Basic Networking.
• Diagnostics and problem-solving skills.
• Troubleshoot on hardware, software application.
• Understanding of different email platforms and clients.
• Understanding Active Directory Management.
• Office 365 Application Support.
• Knowledge in Google Workspace.
• Knowledge on Internet Security and data privacy principles.
• Should have understanding of basic networking components and topology.

Soft Skills:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Team Player.
• Customer Oriented.
• Qualified candidates can translate technical jargon and concepts to non-technical users.