Service Desk Analyst I

hace 6 días


Monterrey, Nuevo León, México Dyopath A tiempo completo

Job Summary:

We are seeking a highly skilled and experienced Service Desk Analyst I to join our team at Dyopath. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients and ensuring that their IT needs are met.

Key Responsibilities:

  • Provide end-user technical support, troubleshooting, and tuning for end-user hardware and systems, peripheral hardware, and initial triage for client network environments.
  • Perform Windows 10 troubleshooting and operations, basic networking troubleshooting, and mobile phone support.
  • Administer SharePoint experience, navigation, and basic understanding of how to use SharePoint.
  • Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution.
  • Support the team process and participate on cross-functional teams.
  • Understand and implement security best practices and work with security specialists to minimize vulnerabilities.
  • Respond to network and server alerts to ensure maximum uptime of identified devices.
  • Understand and comply with all contractual SLAs, policies, and procedures.
  • Exercise discretion and independent judgment when dealing with client requests, incidents, and feedback.
  • Build credibility and trust with client customers and departments by providing solutions to inquiries and problems.

Required Skills:

  • Experience supporting and administration of VPN clients.
  • Office 365.
  • Windows 10 troubleshooting.
  • Basic understanding of SharePoint.
  • Demonstrate success supporting clients remotely via phone, remote control tools.
  • Experience using ticketing software such as ServiceNow, Cherwell, or Remedy and demonstrate expert knowledge of incident management and ticket documentation.
  • Experience with Azure AD and/or Active Directory account maintenance, group membership changes, distribution groups, OU management, and other AD functions.
  • Solid familiarity supporting multi-function printers remotely.
  • Experience imaging and deploying new and replacement laptop and desktop equipment.
  • Diagnose and troubleshoot VOIP and telephony issues.
  • Extensive experience supporting Windows 10, MS Office, including Office 365.
  • Ability to touch type minimum of 60 WPM.
  • Excellent communication, interpersonal, and critical thinking skills.

Qualifications:

  • Required Education: High school diploma, college graduates preferred.
  • Required Experience: The minimum experience for this position is 2-3 years of relevant experience.

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