What are the responsibilities and job description for the Service Desk Analyst I position at Associa?
Associa is seeking a highly motivated and customer-focused Level 1 Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply. This role requires onsite presence 5 days a week in our Richardson, Texas location. Could be various shift work.
Qualifications:
- Provide timely and effective technical support to end-users via phone, email, and remote tools.
- Diagnose and resolve a wide range of IT issues, including:
- Hardware troubleshooting (PCs, laptops, printers, etc.)
- Software installations and configurations
- Network connectivity issues
- User account management
- Troubleshooting Microsoft Office applications
- Log and track incident tickets in our ticketing system.
- Maintain and update the knowledge base to improve troubleshooting efficiency.
- Escalate complex issues to higher-level support teams when necessary.
- Adhere to service level agreements (SLAs) and meet performance metrics.
- Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
- Any additional tasks assigned by leadership
Competencies
- Focus on providing exceptional customer service
- Great communication skills
- Strong technical aptitude
- Problem solving & critical thinking
- Knowledge of Windows 10 and 11 Operating Systems
- Familiarity with Remote Desktop tools
Required Qualifications
- 1-2 years of related technical service desk experience or equivalent combination of Associates or Bachelors degree and some related work experience
- A Certified - Preferred
Personality Traits
- Self-starter
- Motivated
- Task oriented
- Team player
- Ability to think out of the box
- Phone Etiquette
- Executive Presence