Service Desk Analyst I

The SRS Service Desk Analyst I (“Service Desk Analyst”) works as an integral part of the Information Services Team to provide outstanding customer service and support for all users in Corporate, Branch and remote locations. Service Desk Analyst serves as a line of support and escalation for all technical issues submitted to the Service Desk. Duties and Responsibilities: Provides first tier of service to all users in the Corporate office location, as well as any Branch or remote locations for all divisions Responds promptly and within determined SLA to work assigned via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of communication Ensures all Service Desk work is documented and tracked via ITSM tools per established standards Follows through on all assigned work in a timely manner to meet/exceed customer expectations and within established SLA Conducts Active Directory end user and device maintenance Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures when required) Provides face to face customer service via a Tech Lounge at the corporate office Follows established standards for deployment of hardware and software Supports audio, visual, multi-media technology, and video conferencing environments Maintain an understanding of current and new technology. Assists with Team Projects and travel (as needed) Participates in a balanced after-hours On Call rotation and serves as escalation for others during on call rotations Adheres to established schedule of shift, tasks and work hours as provided by management and company policy Possesses and exhibits the continual ability to work both independently, with limited oversight if needed, as well as in team and cross functional collaborative settings Education and Experience: High-school diploma or general equivalency diploma (GED) with five years related desktop administration experience. Experience with remote offices/users helpful. Excellent written and verbal communication skills. Key Qualifications: To perform this job successfully, an individual must have the following minimum skills: Computer, Appliance and Device Hardware Computer Software (including but not limited to) Microsoft and Apple/Macintosh Audio/Visual and conference technologies Troubleshooting skills and techniques Mobile software and hardware to include Apple iOS and AndroidOS Strong people skills and a knack for problem solving Ability to maintain composure and customer focus while troubleshooting and solving technical issues Ability to adhere to a schedule of customer appointments An aptitude for acquiring skills in technical repairs and an eagerness to learn about all products and services Excellent prioritization skills and an ability to make decisions quickly Excellent verbal and written communication skills Success in team environments, demonstrating shared responsibility and accountability with other team members Flexibility in work hours as Corporate Campus demands could affect hours of operation In addition, excellent troubleshooting skills are required using various toolsets such as browser search engines, systems administration tools, and scripting and automation tools. Certificates and Licenses: Valid driver's license required. Current Microsoft/CompTIA certifications preferred. Current ITIL certification preferred Able to work in our environment: Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment Occasional long periods of sitting and standing Long periods of computer phone and technology utilization Must be able to lift, carry, push or pull up to 25 lbs. Position requires regular in-person interaction with employees Travel requirement up to 25% Job Location: SRS Distribution - McKinney 7440 State Highway 121 McKinney, TX 75070-3104 Equal Opportunity Employer. Veteran Friendly Employer. SRS Distribution believes in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as; leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.