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Description We are in the public transport industry, located in DT Dallas, Texas, offering an opportunity for a Service Desk Analyst. The role involves providing tier 1 support for our service desk, addressing technical issues, and installing and configuring various devices related to workstations. This role offers a long term contract employment opportunity.
Responsibilities:
• Provide tier 2 support for the service desk, addressing and resolving technical issues from internal clients related to computer software and hardware • Install and configure desktops, laptops, printers, scanners, monitors, and other devices related to a workstation • Demonstrate proficiency with Windows OS, Microsoft Office, and Service Now • Serve as an escalation point for customer service issues and provide troubleshooting of technology-related problems • Handle and manage calls from internal staff via telephone and ServiceNow • Troubleshoot and resolve hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices both over the phone and in person • Reassign and resolve incidents for internal clients to other team members and add additional information and items as necessary • Responsible for imaging workstations, delivery/installation, and user configuration, including the installation of approved software • Provide customer-facing support services and/or remote assistance services to end-users adhering to all ITIL service management principles • Deliver exceptional customer service and meet agency service level agreements (SLA) Requirements • Proficient in Desktop Imaging and Computer Imaging • Experience in managing and supporting Imaging Devices • Demonstrable skills in Desktop Support and problem resolution • Ability to troubleshoot and maintain Peripheral Devices and Peripheral Equipment • Knowledge and experience with Audio Visual equipment and systems • Ability to work in a team and communicate effectively • Strong problem-solving skills and ability to work under pressure • Relevant experience in the public transport industry would be an asset • Relevant certifications or degree in IT or related field preferred • Must have the ability to multitask and prioritize tasks effectively • Excellent customer service skills required • Must be available for on-call support as needed. Technology Doesn't Change the World, People Do.®
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