Service Desk Analyst

Service Desk Analyst

GDC IT Solutions is looking for a Service Desk Analyst in the McKinney, TX area.

Position Overview:

The Service Desk Analyst is a critical member of the Information Services Team, delivering exceptional user experience and technical support to all users across Field Support Services (FSC) and Branch locations. As the front-line for technical inquiries, you'll be the first point of contact for resolving user issues.

Responsibilities

• Primary phone taker for technical inquiries (all channels: phone calls, voicemail, chat/text, email).
• Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations across all divisions).
• Strive for First Call Resolution (FCR) whenever possible, delivering exceptional customer service through clear communication.
• Respond promptly and within determined SLA to all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication.
• Utilize AI-powered knowledge management tools and troubleshooting resources to effectively troubleshoot hardware and software issues.
• Triage complex issues and escalate to the appropriate team member or resource following established processes and procedures.
• Ensure all Service Desk Requests are documented and tracked via Work Orders per established standards.
• Follow through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA.
• Conduct Active Directory end user maintenance (unlocking accounts and password resets).
• Follow established standards for deployment of hardware and software.
• Troubleshoot and diagnose issues related to mobile devices (phones, tablets) including operating systems, applications, and connectivity.
• Assist users with mobile device security and data management.
• Collaborate with colleagues across IT for seamless issue resolution.
• Assist with Team Projects and travel (up to 25% of the time).
• Participate in a balanced after-hours On Call rotation.
• Provide training and assistance to teammates where information sharing is needed.
• Maintain proven punctuality as defined by management provided schedule.
• Maintain knowledge of modern technologies like cloud applications and mobile device management (MDM) solutions.
• Stay up to date on best practices and industry standards, such as KCS, ITIL, etc.

Minimum Qualifications

• Education: High school diploma or GED.
• Experience:
  • Three years of experience in technical support with both remote and in office users.
  • Proven ability to leverage AI and knowledge management tools.
• Skills:
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently and prioritize tasks in a fast-paced environment.
  • Commitment to continuous learning and staying up to date on technical advancements.

Preferred Experience

• Understanding of KCS principles and practices (preferred).
• Microsoft/CompTIA certifications preferred.
• HDI certifications preferred.

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation
• Career Growth Opportunities
• Employee-Centric Environment
• Comprehensive Benefits Package
• Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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