This job has expired, please see additional jobs below
Service Desk Analyst
Dimensional Fund Advisors
Charlotte, NC, 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:
• Service Desk Analyst (Contract)
• Job Description Job Description
Dimensional Fund Advisors is searching for a Service Desk Analyst with strong technical skills, great customer service and a desire to expand those skills in a team environment. This position plays a key role in supporting Dimensional’s Technology Service Center functions to employees at over 12 geographically-dispersed locations, including EMEA, APAC and the Americas. This role will primarily support the centralized 24x7 global Service Desk (Level 1) function. However, in-person support operations as secondary and on-call responsibilities for deskside (Level 2) operations will be required periodically.
Responsibilities
Please note that this is a contract position. As a Service Desk Analyst, you will be responsible for Level 1 support of varied technical issues for a global enterprise. The successful candidate will have advanced experience performing in a similar role and be highly efficient at resolving technical issues in an expedited manner via telephone and through utilizing remote workstation tools.
◦ 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
◦ Provide remote support and assistance focusing on the expedited resolution of incidents experienced by end-users
◦ Document, assign, track, investigate and resolve issues while closely liaising with staff and keeping them informed on status
◦ Utilize a Service Desk ticketing system to document and track work efforts
◦ Meet ticket closure targets as defined by Service Level Targets ensuring that all requests from users are logged and correct procedures are followed
◦ Liaise with third-party support and computer equipment vendors as required and know when to escalate problems to Dimensional management
◦ Install and configure workstations, printers, monitors, VoIP desk phones, mobile devices, and all related software as required
◦ Order equipment and software and oversee computer/hardware inventory management as required
◦ Knowledge of rollout of new software and hardware to ensure consistency in company’s technical standards
Qualifications
◦ 4+ years’ 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
◦ 4+ years’ experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console
◦ Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations
◦ Experience using a ticketing system such as ServiceNow or similar to manage workload
◦ 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
Preferred
◦ Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree
◦ A+ Certification
◦ Certification in ITIL Foundation (v3)
◦ Software distribution tools (Imaging) – Ideally Microsoft SCCM 2007/2012
◦ Cisco/Tandberg Video Conferencing set up and issue resolution experience
◦ Experience working with Microsoft Intune mobile/tablet app support
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.