Service Desk Analyst II

CAI

Abilene (TX)

Hybrid

USD 3,587,270

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement account access

Paid sick leave

Job summary

A leading IT service provider is seeking a motivated Service Desk Analyst II in Abilene, TX. The role requires a bachelor’s degree and 3+ years in break-fix IT services, providing technical support to over 14,500 staff. Responsibilities include responding to service requests, troubleshooting issues, and documentation. This full-time, hybrid position offers a pay rate of $26.04 per hour with benefits including medical, dental, and vision insurance.

Qualifications

Minimum of 3 years of experience in break-fix IT services.
Ability to diagnose and troubleshoot hardware and software-related issues.
Excellent customer service and communication skills.

Responsibilities

Respond professionally to all service requests and areas of the business entities.
Provide level 2 technical support to over 14,500 staff.
Accurately document user requests and issues.

Skills

Break-fix IT services

Customer service

Technical troubleshooting

Education

Bachelor's degree in a technical discipline

Tools

Dameware

O365

Job description

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Job Summary

We are looking for a motivated Service Desk Analyst II ready to take us to the next level! If you have a bachelors degree and 3+ years of experience in break-fix IT services, and are looking for your next career move, apply now.

Job ID Number

R5979

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

We are looking for a motivated Service Desk Analyst II ready to take us to the next level! If you have a bachelors degree and 3+ years of experience in break-fix IT services, and are looking for your next career move, apply now.

Job Description

We are looking for a Service Desk Analyst II to be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. The role will be a full-time contract and hybrid.

What You’ll Do

Respond professionally and courteously to all service requests and areas of the business entities
Provide level 2 technical support to over 14,500 staff using Dameware and remote desktop, monitor work queues, and open, update, and close incidents
Accurately document user requests or issues, diagnostic steps performed, and assist with resolution using existing procedures and documentation
Act as a single point of contact for users of Information and Technology Services (ITS) and direct questions and report problems regarding services
Install desktop hardware/peripherals and printers
Activate and manage cell phones/tablets through O365/MDM
May lift equipment weighing up to 50 lbs. and run cables under desks and furniture
Install individual software packages for all users
Use imaging software to expedite large equipment roll-out
Keep up-to-date system information for asset tracking
Rotate the On-Call schedule with the team and manage the IT warehouse, entering asset information as new shipments arrive
Assist C-level executives and Directors
Maintain a great attitude and willingness to learn

Required

What You'll Need

Bachelor's degree in a technical discipline
A minimum of 3 years of experience in break-fix IT services
Ability to diagnose and troubleshoot hardware and software-related issues
Experience with MDM, O365 troubleshooting, and user management
Knowledge of data communication and network concepts, principles, and fundamentals
Experience or strong aptitude for building or supporting data networks
Excellent customer service and communication skills
Reliable transportation

Preferred

Proficiency with LAN, WAN/MAN, data center networks, or wireless networks

Physical Demands

May be expected to lift equipment weighing up to 50 lbs
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay rate for this position is $26.04 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.

Seniority level