What are the responsibilities and job description for the IT Service Desk Analyst II position at Audubon Companies?
Audubon is currently seeking a Help Desk / Service Desk Analyst II to join our Team in our Houston, TX office. The Help Desk / Service Desk Analyst II will support over the phone, through remote management tools, and directly to end users. The ideal candidate is a team player with excellent interpersonal skills who is willing to assist in all areas.
Primary Responsibilities
Provide direct, telephone, and remote desktop support to internal company computer users courteously and professionally, following established procedures
Installation, maintenance, and support of computer systems to ensure maximum uptime and optimal refresh intervals
Capture and deploy system images
Set up and maintenance of Active Directory accounts
Record all support activities in the Service Desk ticketing system to ensure complete capturing of actions and results
Understand and comply with all applicable Service Level Agreements, policies, and procedures
Monitor all available ticket entry points to ensure tickets are being addressed efficiently
Integrate with 3rd party deployment and support providers as required
Complete other duties as assigned
Experience And Skills Requirements
Bachelor's degree preferred but not required.
Requires 2 years of help desk technician experience.
The minimum experience for this position is 1 year of relevant experience in a Service Desk environment.
Experience with Active Directory account creation & password resets.
Experience supporting and setting up iPads and smartphones.
Experience using ticketing software.
Proven track record of maintaining an 85-95% first call resolution rate.
No Recruiters, please!
Equal Opportunity Employer/Veterans/Disabled