United States
Siemens
Associa
Service Desk Analyst I
United States
Richardson, Texas, United States
About the opportunity
We are seeking a highly motivated and customer-focused Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply.
Responsibilities
- Provide timely and effective technical support to end-users via phone, email, and remote tools.
- Diagnose and resolve a wide range of IT issues, including:
- Hardware troubleshooting (PCs, laptops, printers, etc.)
- Software installations and configurations
- Network connectivity issues
- User account management
- Troubleshooting Microsoft Office applications
- Log and track incident tickets in our ticketing system.
- Maintain and update the knowledge base to improve troubleshooting efficiency.
- Escalate complex issues to higher-level support teams when necessary.
- Adhere to service level agreements (SLAs) and meet performance metrics.
- Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
- Any additional tasks assigned by leadership
Qualifications
Competencies
- Focus on providing exceptional customer service
- Great communication skills
- Strong technical aptitude
- Problem solving & critical thinking
- Knowledge of Windows 10 and 11 Operating Systems
- Familiarity with Remote Desktop tools
Required Qualifications
- 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience
- Previous Service Desk or Call Center experience
Personality Traits
- Self-starter
- Motivated
- Task oriented
- Team player
- Ability to think out of the box
- Phone Etiquette
- Executive Presence
- A+ Certified - Preferred
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