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Job Description

Service Desk Support Analyst

Job ID MIR00001130 Date posted 07/02/2019

The Service Desk Support Analyst (SDSA) provides high end support for stakeholders requesting technical support for IT-related problems via remote tools and technologies. Requests may involve working with other resources internally or externally to deliver effective support services. The specialist provides ongoing technical support and follow up with stakeholders. The SDSA maintains an accurate log and description of incident and resolution efforts in the tool of record. The SDSA participates in special projects as assigned by the management team.

Duties and Responsibilities

  • Analyze and improve knowledge database to reduce resolution times and improve contact outcomes
    • Analyze incident database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement
      • Identify, troubleshoot, resolve, and document user system issues via remote tools and techniques
        • Research and resolve complex problems
          • Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment via remote tools and techniques
            • Troubleshoot issues in Windows 7, Windows 10, Microsoft Office 2010/2013/2016
              • Diagnose and resolve end user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, WiFi)
                • Create and use PowerShell scripts for device and account management
                  • Administer user and computer accounts in Active Directory
                    • Support remote user and VPN client connectivity
                      • Use remote monitoring and management software to resolve client requests
                        • Collaborate with other support staff and vendor resources to resolve requests
                          • Escalate tickets to a more specialized resolution group as needed
                            • Ensure end user devices (desktop, laptop, tablet, iPad, smart phone) are updated with the latest patches to guarantee secure and viable systems
                              • Ensure all Service Level Agreements are met
                                • Provide assistance and support for fellow Specialists as needed
                                  • Provide weekend and after-hours technical support on a rotational basis
                                    • Maintain ownership of service tickets throughout the lifespan of the support request
                                      • Prioritize work to resolve complex support issues
                                        • Oversee distribution of task in queue
                                          • Provide updates, status, and completion information to management
                                            • Maintain customer satisfaction in every step of the service delivery
                                              • Stay abreast of the company’s application landscape to always ensure the highest level of service and support to the organization
                                                • Document troubleshooting instructions used to resolve complex issues and publish to the Knowledge Base
                                                  • Collaborate with peers to enhance a learning organization
                                                    • Assist in training new specialists
                                                      • Act as point of contact for procedural or technical questions from other specialists
                                                        • Perform other related duties as assigned

                                                        • Qualifications

                                                          Minimum Qualifications

                                                        • Bachelor’s Degree and 3 years of experience or equivalent education and related experience
                                                          • Proficient in Microsoft Office Suite
                                                            • Strong organization, multi-tasking and time management skills
                                                              • 2 or more years of work experience in IT Technical Support

                                                                Preferred Qualifications

                                                              • Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
                                                                • Knowledge of other MS Office Suite and/or software applications related to job functions
                                                                  • Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
                                                                    • Proficient with Active Directory, Exchange 2010 and Exchange 2013 for Office 365 administration
                                                                      • Experience with Remote Management Software
                                                                        • Capability to understand the SGWS application portfolio as well as how the different systems contribute to daily business operations
                                                                          • Physical Demands

                                                                          • Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
                                                                            • Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
                                                                              • May require occasional lifting/lowering, pushing, carrying, or pulling up to 15lbs

                                                                                • Job:Information Technology
                                                                                  Primary Location:United States-Florida-Miramar
                                                                                  Other Locations:United States-Texas-Dallas
                                                                                  Shift:Day Shift

                                                                                  Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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