Job Description
Job ID Number
R5703
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
Responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests
Job Description
We are seeking a Service Desk Analyst II to provide level II technical support for 14,500+ users for our client. The role will be a full-time contract and onsite.
What You’ll Do
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Respond professionally and courteously to all service requests and business entities
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Provide Level 2 technical support to over 14,500 staff using Dameware and remote desktop, monitor work queues, and handle Incidents
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Document user requests or issues and diagnostic steps performed for troubleshooting, assisting users with resolution
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Serve as a single point of contact for users of Information and Technology Services (ITS), directing questions and reporting problems regarding services
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Install desktop hardware/peripherals and printers; manage cell phones/tablets through O365/MDM
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Rotate on-call schedule and manage IT warehouse, entering asset information
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Install individual software packages and expedite large equipment roll-out using imaging software
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Maintain system information for asset tracking
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Assist C-level executives and Directors; demonstrate a positive attitude and willingness to learn
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Installation of desktop hardware/peripherals and printers
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Rotate managing IT warehouse and entering asset information as new shipments arrive
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Activate and manage cell phones/tablets through O365/MDM
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Respond professionally to all service requests and monitor work queues
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Provide Level 2 technical support using Dameware and remote desktop
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Document user requests or issues thoroughly for diagnostic and resolution purposes
What You'll Need
Required:
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Bachelor’s degree in a technical discipline
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Minimum of 3 years of experience in break-fix IT services
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Ability to diagnose and troubleshoot hardware and software-related issues
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Knowledge of MDM, O365 troubleshooting, and user management
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Understanding of data communication and network concepts, principles, and fundamentals
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Experience in building or supporting data networks
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Proficiency with LAN, WAN/MAN, data center networks, or wireless networks
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Ability to provide excellent customer service and clear communication
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Competence in diagnosing and troubleshooting IT issues
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Familiarity with network concepts and supporting data networks
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Experience with asset tracking and management
Preferred:
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Excellent customer service and communication skills
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Reliable transportation
Physical Demands
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Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
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Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
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Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
The pay range for this position is $20.50 - $29.50 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.
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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.