Level 1 Service Desk Analyst

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Job description

eXcell 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's

• Provide 2nd level support, including deskside support and travel to regional locations as may be needed

• Ensure tickets are created for all client contacts

• Ensure incoming tickets are accurately captured as either incidents (break / fix) or service requests

• Ensure accuracy in assessed impact and urgency of an incident or support request to determine priority

• As needed, escalate, or reassign tickets to appropriate resources with complete documentation of all actions and steps taken in any attempt to resolve

• Identify trends in incidents to support problem management
• Record all outages within the ticketing system

• Seek 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 needed

• Maintain accurate tracking and recovery of IT equipment

• Escalate items to vendors under existing support contracts; track / document / escalate vendor compliance to existing SLOs

• Participate, 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 weekends

• Serve as an assigned resource for approved Service Desk or other IT projects

• Collaborate with project team members to provide technical leadership, to assist in creation of detailed task plans, and to execute activities, communicating status accordingly

Skills and Qualifications:

• Minimum 2 to 3+ years of experience in Level 1 technical support

• Experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients / Citrix / IGELs, macOS, and iOS devices

• Experience supporting M365 applications, and email systems such as Exchange / Outlook

• Experience troubleshooting issues clients may be having when connecting to or using network services

• Excellent customer service skills with an ability to demonstrate empathy

• Experience supporting both onsite and remote users

• Experience providing Executive-level support

• Strong troubleshooting, investigative, and problem-solving skills

• Ability to design and develop end-user and training documentation

• Strong desire to learn

• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes

• Upholds best practice standards as well as departmental policies and procedures

• Excellent listening skills
• Strong verbal and written communication skills

Additional 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 devices

• Experience supporting mobile devices using Intune or other MDM solution

• Experience configuring and managing desk / soft phones using Avaya or other platforms

• ITIL Foundation certificate

• Apple 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. eXcell Supports Equal Employment Opportunity eXcell , 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 .

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