Service Desk Analyst

Nextech; Melbourne (FL); On-site; USD 60,000 - 65,000; Full time

Job summary

Nextech in Melbourne, FL is seeking a Service Desk Analyst to provide day-to-day IT support and serve as the 'Face of IT' for the user community. You will deliver excellent customer service over phone or email, troubleshoot Windows and network issues, and assist with ERP incidents.

The ideal candidate has 3+ years in IT support, knowledge of Active Directory and Microsoft 365, and experience with ITIL processes. Knowledge of Mitel is a plus; exposure to HaloITSM and SCCM is preferred.

Qualifications

• Create, implement, and maintain new and/or improved processes and standard work which delivers an exceptional customer experience
• Identify needed areas for documentation, develop and implement cross-training/education plan with team members
• Perform the standard functions of a Service Desk Analyst
• Provide training on new hardware and/or software applications as needed
• Create user accounts and manage access control based on company policies Troubleshoot issues with Apple devices (iPhone/iPad) or Verizon mobile services Troubleshoot issues and assist users with ERP issues or elevate to the appropriate parties
• Other related duties as assigned

Responsibilities

• Expert knowledge of large (2000+ client) Microsoft workstation environments, including client-side interactions with Active Directory and Microsoft 365
• Demonstrated prior experience with large electronic management/deployment tools, such as Microsoft Endpoint/SCCM (preferred) or similar third-party tools
• Experience with Mitel phone system is a plus
• Experience with deployment and support Apple products (iPhone/iPad) and Verizon mobile plan management is required
• Prior exposure to HaloITSM is highly desired
• Knowledge of ITIL concepts and experience with robust incident and change management processes is desirable
• Experience with Citrix software or other enterprise-level thin client solutions desired
• Exceptional interpersonal and communication skills
• Ability to work in a collaborative, highly dynamic team, and fast-paced, growing environment

Skills

IT support

Customer service

Active Directory

Microsoft 365

ITIL knowledge

Education

BS in Information Systems or Computer Science

Tools

SCCM

HaloITSM

ERP systems

Job description

Overview

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

What You’ll Be Doing

The Service Desk Analyst provides the day-to-day support and is the “Face of IT” to the Nextech user community. This role provides outstanding customer service via phone or email utilizing the ITSM toolset. This role requires strong people skills, strong technical experience including understanding of how computers and networks operate, troubleshooting mobile devices (iPhone, iPad, and Verizon mobile services) and assisting with ERP and Mitel incidents. The Service Desk Analyst must have the ability to think quickly and have the knowledge to problem-solve a variety of issues. This role creates knowledgebase articles for common problems that users can use to solve problems via self-service.

What Makes Nextech Different?

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Min Compensation

USD $60,000.00/Yr.

Max Compensation

USD $65,000.00/Yr.

Responsibilities

• Expert knowledge of large (2000+ client) Microsoft workstation environments, including client-side interactions with Active Directory and Microsoft 365
• Demonstrated prior experience with large electronic management/deployment tools, such as Microsoft Endpoint/SCCM (preferred) or similar third-party tools
• Experience with Mitel phone system is a plus
• Experience with deployment and support Apple products (iPhone/iPad) and Verizon mobile plan management is required
• Prior exposure to HaloITSM is highly desired
• Knowledge of ITIL concepts and experience with robust incident and change management processes is desirable
• Experience with Citrix software or other enterprise-level thin client solutions desired
• Exceptional interpersonal and communication skills
• Ability to work in a collaborative, highly dynamic team, and fast-paced, growing environment

Qualifications

• Create, implement, and maintain new and/or improved processes and standard work which delivers an exceptional customer experience
• Identify needed areas for documentation, develop and implement cross-training/education plan with team members
• Perform the standard functions of a Service Desk Analyst
• Provide training on new hardware and/or software applications as needed
• Create user accounts and manage access control based on company policies Troubleshoot issues with Apple devices (iPhone/iPad) or Verizon mobile services Troubleshoot issues and assist users with ERP issues or elevate to the appropriate parties
• Other related duties as assigned

What We’re Looking For

• Minimum of 3+ Years of experience in IT client support
• BS degree in Information Systems, Computer Science or a two-year technical degree combined with relevant work experience
• Experience in HVAC Industry or other service business preferred

Physical Requirements

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer.
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing
• Ability to travel on occasion