SERVICE DESK ANALYST NetSpend
The Service Desk Analyst will use technical trouble-shooting ability, problem solving skills, and excellent customer service attitude to serve our customers. This role is responsible for providing the first-line telephone/email technical support of hardware, systems, sub-systems, and/or applications for customers and/or employees -- including deskside support. The Service Desk Analyst also answers basic questions about installation, operation, configuration, customization, and usage of assigned products. This role applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures, as well as escalates complex problems to higher levels of expertise within organization.
Responsibilities will also include configuration and administration of Service Desk Call Management Software (CA Unicenter product suite), performing the Asset Management function for the organization, and helping to automate business processes as related to IT Support. You must be available to work 8-hour shifts Monday through Friday between the hours of 7am and 7pm, with rotating responsibility to provide on-call after-hours support.
Serve as first point of contact for user workstation and technology issues.
Prioritize and resolve end user issues in a reasonable time frame.
Create new user accounts and configuration of PC?s with customized settings and software.
Create and deploy new system configurations over a multi-user network.
Provide after hours on-call support for emergency issues.
Provide Asset Management function (procurement and maintenance of inventory of all equipment).
Provide input into the creation of helpdesk documentation and procedures.
Assist with implementation and on-going improvement of Service Desk Software Solution.
At least 2 years experience in desktop support or other related IT field.
Preferred educational background: College Degree and/ or completed Technical Certifications such as A+, MCP, MCSE or hold current student status.
Knowledgeable with Windows Windows 7/XP/2000 and Microsoft Office Suite.
Basic understanding of LAN level networking concepts and devices.
Experience troubleshooting VPN connectivity issues.
Experience supporting clients on a 2000/2003 Active Directory Network.
Strong customer service, communication, and organizational skills.
Ability to handle high stress situations.
Ability and willingness to work with and learn new technologies.
Ability to work for periods under little or no supervision.
Successful candidates will possess basic technical skills in the following areas: PC hardware for workstations and laptops, Network troubleshooting, VPN troubleshooting, Windows operating systems, MS Active Directory, Blackberry/iPhone/iPad Support, and applications such as Microsoft Office/Outlook products.
MAC HW/SW skills also a plus.
Experience with Call Management Software (such as CA Unicenter, BMC Remedy, Peregrine Service Center, HP Openview, etc).
Position may require some heavy lifting and physical activity in the form of unpacking equipment.
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
||P.O. Box 2136 |
Austin, TX 78768