What are the responsibilities and job description for the Service Desk Analyst position at Nextech?
Overview
Overview:
We are proud to be America’s Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.
As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!
Role:
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.
Benefits:
- 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
Responsibilities
- 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 escalate to the appropriate parties
- Other related duties as assigned
Required Knowledge, Skills, and Abilities:
- 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
Education and Experience:
- 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
Salary : $60,000 - $65,000
