Service Desk Analyst at Jobot
Tulsa, OK 73134
About the Job
This Jobot Job is hosted by: Randy Crenshaw
Are you a fit? Easy Apply now by clicking the "Quick Apply" button
and sending us your resume.
Salary: $60,000 - $65,000 per year
A bit about us:
a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud.
Why join us?
We provide flexible and interoperable services, including mobility, cloud, collaboration, data, cyber security and software and IT as a service. The company also provides technical, professional, and managed services. This is a full-time role located in Tulsa, Oklahoma.
Job Details
Responsibilities:
IT Support related to technical issues involving core business applications and operating systems.
Support of disaster recovery solutions.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Basic remote access solution implementation and support: VPN, Terminal Services, AWS, Azure and Citrix.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
System documentation maintenance and review in our Professional Service Automation (PSA) tool.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Provides support to end users on a variety of issues.
Identify, research, and resolve technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Familiar with a variety of the field's concepts, practices, and procedures.
Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
Execute Managed Services functions as needed on a rotational shift.
Engage with customers onsite via our Co-IT Managed Services offerings.
Be available for on call support when scheduled.
Be available to work when schedule.
Resolve product solutions questions for prospect’s/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology.
Interface with customer’s executives and technical representatives, client partners, and all levels of employees.
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Escalate service requests that require a higher engineer level support.
Responsible for entering time and expenses in Professional Service Automation (PSA) tool.
Responsible for submitting timesheets weekly in a timely manner.
Understand processes in our Professional Service Automation (PSA) tool by completing assigned training materials.
Enter all work as service tickets into Professional Service Automation (PSA) tool.
Performs other duties as related to job scope and responsibilities and business.
Education/Experience:
Equivalent combination accepted.
Bachelor’s degree in a related field is a plus.
Current Microsoft specific sales certifications.
Experience / Technical Requirements:
Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
2+ years of hands on/phone support work experience in a technical support role with customer service skills in a fast paced and dynamic environment.
Troubleshooting skills with 2+ years of experience in a Windows-based environment(s) and 1+ years of experience with Macs.
2+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, AWS, AZURE, VMWare, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system.
Professional IT Certifications, such as: Certifications in A+, Network+, Microsoft MCT/MCSA, Azure Fundamentals.
Other Skills and Abilities
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Ability to work in a team and communicate effectively.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Although this position is based out of the HQ office or Remote, travel to client sites will be required.
This position is a rotational role where the candidate may be either doing phone support at headquarters, remote or be dispatched onsite to our Managed Services customers in Cherokee, Oklahoma.
Strong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferred.
This position is rotational and may require schedule flexibility.
Interested in hearing more? Easy Apply now by clicking the "Quick Apply" button.
Are you a fit? Easy Apply now by clicking the "Quick Apply" button
and sending us your resume.
Salary: $60,000 - $65,000 per year
A bit about us:
a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud.
Why join us?
We provide flexible and interoperable services, including mobility, cloud, collaboration, data, cyber security and software and IT as a service. The company also provides technical, professional, and managed services. This is a full-time role located in Tulsa, Oklahoma.
Job Details
Responsibilities:
IT Support related to technical issues involving core business applications and operating systems.
Support of disaster recovery solutions.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Basic remote access solution implementation and support: VPN, Terminal Services, AWS, Azure and Citrix.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
System documentation maintenance and review in our Professional Service Automation (PSA) tool.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Provides support to end users on a variety of issues.
Identify, research, and resolve technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Familiar with a variety of the field's concepts, practices, and procedures.
Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
Execute Managed Services functions as needed on a rotational shift.
Engage with customers onsite via our Co-IT Managed Services offerings.
Be available for on call support when scheduled.
Be available to work when schedule.
Resolve product solutions questions for prospect’s/customers technical liaisons; resolve prospects technical questions/issues and overcome objections to purchasing network infrastructure technology.
Interface with customer’s executives and technical representatives, client partners, and all levels of employees.
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Escalate service requests that require a higher engineer level support.
Responsible for entering time and expenses in Professional Service Automation (PSA) tool.
Responsible for submitting timesheets weekly in a timely manner.
Understand processes in our Professional Service Automation (PSA) tool by completing assigned training materials.
Enter all work as service tickets into Professional Service Automation (PSA) tool.
Performs other duties as related to job scope and responsibilities and business.
Education/Experience:
Equivalent combination accepted.
Bachelor’s degree in a related field is a plus.
Current Microsoft specific sales certifications.
Experience / Technical Requirements:
Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field
2+ years of hands on/phone support work experience in a technical support role with customer service skills in a fast paced and dynamic environment.
Troubleshooting skills with 2+ years of experience in a Windows-based environment(s) and 1+ years of experience with Macs.
2+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, AWS, AZURE, VMWare, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system.
Professional IT Certifications, such as: Certifications in A+, Network+, Microsoft MCT/MCSA, Azure Fundamentals.
Other Skills and Abilities
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Ability to work in a team and communicate effectively.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Although this position is based out of the HQ office or Remote, travel to client sites will be required.
This position is a rotational role where the candidate may be either doing phone support at headquarters, remote or be dispatched onsite to our Managed Services customers in Cherokee, Oklahoma.
Strong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferred.
This position is rotational and may require schedule flexibility.
Interested in hearing more? Easy Apply now by clicking the "Quick Apply" button.
Salary
60,000 - 65,000 /year