Excell
Level 1 Service Desk Analyst
Excell, Ennis, Texas, United States, 75119
eX
cell
has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.
Our client is currently seeking a
Level 1 Service Desk Analyst
to join their team
onsite
in Ennis, TX. This is a 12-month Contract to Hire opportunity. This analyst will act as a single point of contact for the intake, triage, and resolution of incidents and management of requests. The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system / web portal, walk up). The Service Desk Analyst aims to resolve all tickets within the team's scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.
Duties and Responsibilities:Provide first response, initial triage, and troubleshooting for all support items received through all channels - phone, email, ticket system / web portal, walk up - for on premise and remotely connected staff across all global locations in line with defined service metrics, SLA's and OLA'sProvide 2nd level support, including deskside support and travel to regional locations as may be neededEnsure tickets are created for all client contactsEnsure incoming tickets are accurately captured as either incidents (break / fix) or service requestsEnsure accuracy in assessed impact and urgency of an incident or support request to determine priorityAs needed, escalate, or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolveIdentify trends in incidents to support problem managementRecord all outages within the ticketing systemSeek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be neededMaintain accurate tracking and recovery of IT equipmentEscalate items to vendors under existing support contracts; track / document / escalate vendor compliance to existing SLOsParticipate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekendsServe as an assigned resource for approved Service Desk or other IT projectsCollaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordinglySkills and Qualifications:
Minimum 2 to 3+ years of experience in Level 1 technical supportExperience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients / Citrix / IGELs, macOS, and iOS devicesExperience supporting M365 applications, and email systems such as Exchange / OutlookExperience troubleshooting issues clients may be having when connecting to or using network servicesExcellent customer service skills with an ability to demonstrate empathyExperience supporting both onsite and remote usersExperience providing Executive-level supportStrong troubleshooting, investigative, and problem-solving skillsAbility to design and develop end-user and training documentationStrong desire to learnCollaborative team player who can effectively participate in global departmental level meetings and positively influence outcomesUpholds best practice standards as well as departmental policies and proceduresExcellent listening skillsStrong verbal and written communication skillsAdditional Skills:
Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.)Experience imaging / deploying desktops, laptops, and mobile devicesExperience supporting mobile devices using Intune or other MDM solutionExperience configuring and managing desk / soft phones using Avaya or other platformsITIL Foundation certificateApple Certified Support Professional / Apple Certified IT Professional certification
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. ** eX
cell ™ Supports Equal Employment Opportunity**
e
X
cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
#INDEXL
cell
has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.
Our client is currently seeking a
Level 1 Service Desk Analyst
to join their team
onsite
in Ennis, TX. This is a 12-month Contract to Hire opportunity. This analyst will act as a single point of contact for the intake, triage, and resolution of incidents and management of requests. The primary role of the IT Service Desk Analyst is to ensure prompt service delivery to end users through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system / web portal, walk up). The Service Desk Analyst aims to resolve all tickets within the team's scope of responsibility, or ensures that all items are correctly reviewed, updated and reassigned to other appropriate IT teams.
Duties and Responsibilities:Provide first response, initial triage, and troubleshooting for all support items received through all channels - phone, email, ticket system / web portal, walk up - for on premise and remotely connected staff across all global locations in line with defined service metrics, SLA's and OLA'sProvide 2nd level support, including deskside support and travel to regional locations as may be neededEnsure tickets are created for all client contactsEnsure incoming tickets are accurately captured as either incidents (break / fix) or service requestsEnsure accuracy in assessed impact and urgency of an incident or support request to determine priorityAs needed, escalate, or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolveIdentify trends in incidents to support problem managementRecord all outages within the ticketing systemSeek approval to purchase, deploy or upgrade approved endpoint hardware and software, within the scope of Service Desk support items, with vendor coordination as may be neededMaintain accurate tracking and recovery of IT equipmentEscalate items to vendors under existing support contracts; track / document / escalate vendor compliance to existing SLOsParticipate, as scheduled, for support in on-call rotation, responding within the service level targets and troubleshooting incidents for any global location outside of business-hours, for example, during the evening, overnight and on weekendsServe as an assigned resource for approved Service Desk or other IT projectsCollaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordinglySkills and Qualifications:
Minimum 2 to 3+ years of experience in Level 1 technical supportExperience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients / Citrix / IGELs, macOS, and iOS devicesExperience supporting M365 applications, and email systems such as Exchange / OutlookExperience troubleshooting issues clients may be having when connecting to or using network servicesExcellent customer service skills with an ability to demonstrate empathyExperience supporting both onsite and remote usersExperience providing Executive-level supportStrong troubleshooting, investigative, and problem-solving skillsAbility to design and develop end-user and training documentationStrong desire to learnCollaborative team player who can effectively participate in global departmental level meetings and positively influence outcomesUpholds best practice standards as well as departmental policies and proceduresExcellent listening skillsStrong verbal and written communication skillsAdditional Skills:
Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.)Experience imaging / deploying desktops, laptops, and mobile devicesExperience supporting mobile devices using Intune or other MDM solutionExperience configuring and managing desk / soft phones using Avaya or other platformsITIL Foundation certificateApple Certified Support Professional / Apple Certified IT Professional certification
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. ** eX
cell ™ Supports Equal Employment Opportunity**
e
X
cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
#INDEXL