Service Desk Analyst II - Deskside

WorldStrides • Full-time • Hybrid in Austin, Texas, United States • 2w ago

Fast Facts

WorldStrides is looking for a Service Desk Analyst II to provide exceptional customer service and technical support, both remotely and onsite in Austin, TX.

Responsibilities: Manage Service Desk support by handling calls and emails, documenting incidents, resolving issues, and escalating when necessary while providing deskside support as needed.

Skills: Strong interpersonal and communication skills, technical support experience, familiarity with Microsoft products (Office 365, Azure), troubleshooting hardware and software, and customer service orientation are essential.

Qualifications: Minimum 2 years of experience in a technical support role, CompTIA A+, Microsoft, or ITIL certifications preferred, along with basic Linux CLI and networking skills.

Location: Austin, TX with potential travel to other regional office locations as needed.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $45,000 - $65,000.

Job Description:

WorldStrides is seeking a results driven and service oriented Service Desk Analyst with a minimum 2 years of experience to serve in a demanding customer facing role that includes Service Desk phone support as well as providing onsite deskside support as needed. Strong interpersonal and communication skills are a must and qualified candidates will also display impeccable customer service skills and customer focus as this individual will represent WorldStrides Global IT at one of our remote offices. Candidate must be willing to serve on a shared weekly On-Call team rotation and may have to travel to other regional office locations as needed.

Responsibilities:

Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary.
Provide remote phone-based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon & Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred.
Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access.
Support all IP Phone based systems including troubleshoot hard & soft phone connection issues on the Avaya, Teams, and RingCentral platforms.
Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software.
Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up. This includes local new hire hardware deployments and retrievals.
Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution.
Work directly with developers, project leads, and various business partners to understand and resolve issues.
Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule.

Qualifications:

2+ years of experience in a Technical Support or similar role.
CompTIA A+, Microsoft, or ITIL certifications.
Ability to resolve all problem issues that affect the users’ productivity and provide training when applicable.
Basic Linux CLI, sysadmin, and network diagnostic skills.
An ability to assess each employee's IT knowledge levels.
Good communication skills with a natural aptitude for interfacing with people.
Ability to deal with difficult callers or stressful situations.
Good analytical and problem-solving skills.
Logical thinker.
Up-to-date technical knowledge.
Display discipline towards accurate record keeping.
Self-directed and able to handle multiple priorities with demanding timeframes.
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
The successful candidate will demonstrate the following personal attributes:
Excellent oral and written communications skills in English.
Highly motivated with the ability to flex in a highly dynamic environment.
Positive attitude, successfully working as a team player with business and technology stakeholders.
Standard Department Member Responsibilities:
Support company policies and management decisions with a sense of urgency and professionalism.
Responsible for meeting specified service level standards.
Seek out and participate in internal and external programs that facilitate personal and professional growth.
Foster communication within the department, with other departments and with management.

Work Perks:

Fun & driven environment.
Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance, FSA healthcare, FSA dependent care, HSA with employer contribution, and generous 401k match.
11 paid floating corporate holidays, 1 paid volunteer day & up to 25 PTO days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
Tuition reimbursement up to $5,250 annually
$1,000 towards professional certifications annually
Opportunities for paid and discounted travel.
Flexible work schedule providing on-site, remote, and virtual office opportunities.
Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
Fitness Center and café onsite at select locations.
Employee Assistance Program (EAP)
Paid Parental, Caregiver, and Disability leave.
Team Member Discount Program