What are the responsibilities and job description for the Desktop Support Analyst I position at DYOPATH?
DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.
TITLE: Desktop Support Analyst I
LOCATION: Onsite - Houston, TX - 77056
SHIFT: Monday - Friday from 8am - 5pm
STATUS: Full-Time W2 with Benefits
SALARY: $26/hr - $30/hr depending on experience
Highly Preferred Experience
- Mimecast Admin
- Office 365
- SharePoint
- Active Directory Administration
- Scripts VM/Azure Environment Default (Manage Users with On Prem/O365)
- Bi-Lingual: Spanish
Job Summary
The Desktop Support Analyst provides exceptional onsite, phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.
Essential Functions and Responsibilities
- Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
- Supports the team process and participates on cross-functional teams
- Understand and implement security best practices and work with security specialists to minimize vulnerabilities
- Respond to network and server alerts to ensure maximum up time of identified devices
- Understand and comply with all contractual SLAs, policies and procedures
- Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
- Analyzes and recommends alternative solutions to meet customer needs
- Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
- Create and maintain documentation to build knowledge and provide training when necessary
- May be required to take after-hours on call support as necessary
- Complete other duties as assigned
Education Qualifications
Minimum Required Education and/or Experience Requirements:
- High school diploma, college graduates preferred
- The minimum experience for this position is 4-6 years of relevant experience in incident management and support.
Minimum Knowledge, Skills, and Abilities Qualifications
- Experience supporting and administration of VPN clients
- Demonstrate success supporting clients remotely via phone, remote control tools
- Experience using ticketing software such as Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
- Solid familiarity supporting multi-function printers remotely
- Experience imaging and deploying new and replacement laptop and desktop equipment
- Ability to perform server patching and pre/post activities
- Diagnose and troubleshoot VOIP and telephony issues
- Ability to triage various business/industry related applications
- Extensive experience supporting Windows, MS Office, including Office 365
- Intermediate experience with server and network related issues
- Advanced experience supporting and administration of MS Exchange, including Exchange 365
- Advanced experience with Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
- Ability to touch type minimum of 60 WPM
- Excellent communication and problem-solving skills
- Multi-tasking abilities
Benefits
- Medical, Dental, Prescription, Vision, Life and Disability Insurance
- Flexible Spending Account (FSA) as well as Health Savings Account (HSA) – save money pre-tax for eligible medical expenses
- Employee Assistance Program and Comprehensive Wellness Program
- 401 (k) Retirement Savings Plan with company match
- PTO - Paid Holidays and Vacation Time – encouraging work-life balance
- Continuous Learning and Development Programs
- Employee Referral Programs
- Pet Insurance plans
- Bonus Incentive Programs
- Growth opportunities
Equal Opportunity Employer
DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com.The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
