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Service Desk Analyst
Dimensional Fund Advisors
Santa Monica, CA, United States
Job Details - this job has expired, please see similar jobs below
Note to applicants: Resumes are required as part of your application. When applying from a mobile device or tablet, you may not be able to attach a resume. If you cannot attach a resume at the time of your application, you will receive a follow up email asking you to attach your resume from a computer.
Job Description:
Dimensional Fund Advisors is seeking a Service Desk Analyst with strong technical skills, a customer service orientation and a desire to expand those skills in a team environment. As a Service Desk Analyst, you will be responsible for providing essential Tier I support for technology products and services used by firm employees located in Europe, Asia, Asia-Pacific and the Americas. This role will primarily support the remote Service Desk function but also has secondary responsibilities proving onsite desk-side tier 2 support as required.
Responsibilities:
• Field incoming requests to the Global Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues in an enterprise environment, including desktops, laptops, and mobile devices
• Install and configure workstations, printers, monitors, VoIP desk phones, mobile devices, PC components, peripherals and all related software as required
• Triage issues with Server, Network, Applications, Desktop Support and Service Desk team members to determine appropriate course of action
• Provide tier 2 onsite desktop assistance as required
• Document, assign, track, investigate and resolve issues while closely liaising with staff keeping them informed on status
• Partner with third-party support and computer equipment vendors as required ensuring escalation of problems to Dimensional management
• Escalate problems (when required) to the Service Desk Manager and Major Incident Management team
• Collaborate and maintain working relationships within a geographically-dispersed team
• Utilize a Service Desk ticketing system to document and track work efforts
• Ability to meet ticket closure targets as defined by Service Level Agreements (SLA) ensuring that all requests from end-users are logged and correct procedures are followed
• Order equipment and software and oversee computer / hardware inventory management as required
• Resolve LAN and Wireless LAN communications issues
• Develop step-by-step instructional guides containing incident and request resolution procedures as well as FAQ documents for end users
• Openness to work out of office hours or weekends in order to complete specific projects or tasks resulting in minimal disruption and risk during office hours
• Perform all other duties as assigned by IT management
Qualifications
• 2+ years of experience in working within a technical support role including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills
• 2+ years of experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Intune and Exchange Management Console
• 2+ years of experience in administrating user accounts in Active Directory to include creation and management
• Excellent customer service skills including being proactive, courteous, and approachable while maintaining composure in tense situations
• Experience in using a “ticketing” system to manage workload; ServiceNow preferred
• Excellent organizational and problem-solving skills
• Ability to work in a fast-paced environment, work independently or as part of a team and manage time effectively
• Ability to prioritize workload and multitask
• Strong oral and written communication skills
• Ability to work in a fast-paced environment
Preferred Qualifications
• Degree in Computer Science, Computer Engineering, or related field; experience will be considered as substitution
• A+ Certification preferred
• Certification in ITIL Foundation (v3)
• Experience in an Access Administration role preferred
• Software distribution tools (Imaging) – Ideally Microsoft SCCM 2007/2012
• Cisco/Tandberg Video Conferencing set up and issue resolution experience
• Financial services technical support experience preferred
It is the policy of the Company to provide equal employment opportunity for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, religion, creed, sex, gender, gender identity, gender expression, national origin, age, disability, genetic information, ancestry, medical condition, marital status, covered veteran status, citizenship status, sexual orientation, or any other protected status. This policy applies to all areas of employment including recruitment, hiring, training, job assignment, promotion, compensation, benefits, transfer, discipline, termination, and social and recreational programs.