Come grow with us! We were just again awarded one of Arizona's Most Admired Companies in 2019 and we're motivated to keep up this reputation and that involves growing our business with new top talent. It's our people that make it happen! If you're looking to add value to a growing IT team you may be interested in our Senior Service Desk Analyst role. Read on!
WHAT YOU'LL BE DOING:
- Assist the Service Desk Manager in project management desktop/mobility support and troubleshooting
- Assist the Service Desk Manager in quality assurance to the Service Desk by reviewing past actions in the tickets by team
- Participate on a cross-functional team designing building and testing solutions to support the desktop Windows and Mac environments
- Work within the defined Incident Service Request Asset and Change Management processes
- Assist the Service Desk Manager in developing managing and maintaining actionable metrics for the service desk team
- Ensure SLA and customer satisfaction targets are met; report statistics to management
- Work within ITIL methodologies to support our Service Management framework
- Document track and monitor user issues to ensure proper resolution and tracking
- Provide escalated technical systems support
- Act as technical resource and provide direction training and guidance to junior staff
- Ensure problem RCA (root cause analysis) is performed in accordance to Problem Management standards
- Diagnose and resolve unique nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level priority and nature
- Participate in hardware and software SOX auditing process and procedures
- Handle escalated technical support for cell phones workstations and desktop client-side issues
- Update tickets with accurate and timely records of work performed and resolution detail
- Regular attendance is required to fulfill the essential functions of the job
- Other duties as assigned
EDUCATION AND QUALIFICATIONS:
- 7+ years of experience in a mid-sized organization performing customer-facing/end-user technical support
- Associate's Degree required (or higher)
- Active Directory TCP/IP DHCP and DNS administration
- Experience with Windows Server and O365
- Excellent organization communication and written skills
- Demonstrated ability to apply critical thinking to solve problems
- A+ and/or Net+ preferred
#LI-AV1
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.
WillScot Mobile Mini is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity national origin age disability or any other protected status with respect to recruitment hiring promotion and other terms and conditions of employment. WillScot Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities women disabled and veterans.
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Job Segment: Technical Support Testing System Administrator Service Desk Change Management Technology Customer Service Management