Reports To: Manager, IT Support ServicesDepartment: Information ServicesClassification: HourlyLocation: McKinney, TexasPrepared By: Senior Manager, IT Support ServicesPrepared On: November 1, 2020The SRS Service Desk Analyst II (“Service Desk Analyst”) works as an integral part of the Information Services Team to provide outstanding customer service and support for all users in our Corporate and Branch locations. The Service Desk Analyst is the first line of support for all technical issues submitted to the Service Desk.Duties and Responsibilities:Provides Tier 1-2 service to all users in our Corporate office location, as well as all Branch locations for all divisionsResponds promptly and within determined SLA to requests assigned via ITSM work order, email request, chat/text, phone calls, voicemail and other forms of communicationEnsures all Service Desk Requests are documented and tracked via Work Orders per established standardsFollows through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLAConducts Active Directory end user maintenance (unlocking accounts and password resets)Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures)Follows established standards for deployment of hardware and softwareAssists with Team Projects and travel (as needed)Participates in a balanced after-hours On Call rotationProvides training and assistance to teammates where information sharing is neededProven punctuality as defined by management provided scheduleEducation and Experience:High-school diploma or general equivalency diploma (GED) with three years related desktop administration experience. Experience with remote offices/users helpful. Excellent written and verbal communication skills.Computer Skills:To perform this job successfully, an individual must have intermediate technical knowledge and familiarity withPC software to include Microsoft Windows and Microsoft OfficeTroubleshooting skills and techniquesComputer HardwareMobile software to include iOS and AndroidOSIn addition, excellent troubleshooting skills are required using various toolsets such as browser search engines, systems administration tools, and scripting and automation tools.Certificates and Licenses:Valid driver's license required. Microsoft/CompTIA certifications preferred.Able to work in our environment:Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environmentOccasional long periods of sitting and standingLong periods of computer phone and technology utilizationMust be able to lift, carry, push or pull up to 25 lbs.Position requires regular interaction with employees at all levels of the companyTravel requirement up to 25%Not the right job for you? Register your details at the 'Introduce Yourself' link (top right) and we'll be in touch!Job Location: Irrigation Station - McKinney101 THROCKMORTON ST McKinney, TX 75069Equal Opportunity Employer.Veteran Friendly Employer. SRS Distribution believes in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as; leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.
