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WorldStrides · 2 months ago

Service Desk Analyst II

1313 Carlton Ave. Charlottesville, VA 22902

Full-time

Hybrid

Entry, Mid Level

2+ years exp

WorldStrides is the global leader in educational travel and experiential learning, seeking a results-driven Service Desk Analyst. The role involves providing first contact resolution support for internal clients and assisting with various IT-related issues in a customer-facing capacity.

EducationTransportationTravel

No H1B

U.S. Citizen Only

Responsibilities

Provide initial line of Service Desk support for internal clients with the goal of first contact resolution. This includes responding to inbound calls, fielding email requests, collecting required information, creating Service Requests, and documenting incidents with pertinent data within our ITSM platform. Additionally this role will follow up with end users, work with IT support staff on incident resolutions, and escalate tickets to the appropriate support groups when necessary

Provide remote phone-based support in a heterogeneous technology environment to all members of our global team. This includes support of but not limited to, Microsoft Productivity Suite, Dell hardware, Apple hardware, Canon & Konica Minolta multi-function printers, HP desktop printers, and troubleshooting various Microsoft operating system related issues. Knowledge of Microsoft Azure is preferred

Create Distribution Lists, Shared Mailboxes, and Teams through Exchange/Office 365. Adding appropriate permissions as necessary as well as managing user access

Support all IP Phone based systems including troubleshoot hard & soft phone connection issues on the Avaya, Teams, and RingCentral platforms

Support installation and configuration of various software including Global Protect VPN, Salesforce, Microsoft Dynamics CRM, Zscaler, Adobe, as well as all other proprietary and necessary supporting software

Troubleshoot remote and onsite hardware problems including local office and remote home configurations/peripheral set up. This includes local new hire hardware deployments and retrievals

Escalation of issues to additional IT resources/tiers, management, or 3rd party vendors for assistance in reaching a timely resolution

Work directly with developers, project leads, and various business partners to understand and resolve issues

Participate in a highly talented, experienced and energetic team on a fast-paced, agile development schedule

Qualification

Technical SupportCompTIA A+Microsoft CertificationsITIL CertificationBasic Linux CLINetwork DiagnosticsAnalytical SkillsCommunication SkillsProblem-Solving SkillsTeam Collaboration

Required

2+ years of experience in a Technical Support or similar role

CompTIA A+, Microsoft, or ITIL certifications

Ability to resolve all problem issues that affect the users' productivity and provide training when applicable

Basic Linux CLI, sysadmin, and network diagnostic skills

An ability to assess each employee's IT knowledge levels

Good communication skills with a natural aptitude for interfacing with people

Ability to deal with difficult callers or stressful situations

Good analytical and problem-solving skills

Logical thinker

Up-to-date technical knowledge

Display discipline towards accurate record keeping

Self-directed and able to handle multiple priorities with demanding timeframes

Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment

Excellent oral and written communications skills in English

Highly motivated with the ability to flex in a highly dynamic environment

Positive attitude, successfully working as a team player with business and technology stakeholders

Benefits

Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance, FSA healthcare, FSA dependent care, HSA with employer contribution, and generous 401k match.

11 paid floating corporate holidays, 1 paid volunteer day & up to 25 PTO days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.

Tuition reimbursement up to $5,250 annually

$1,000 towards professional certifications annually

Opportunities for paid and discounted travel.

Flexible work schedule providing on-site, remote, and virtual office opportunities.

Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.

Fitness Center and café onsite at select locations.

Employee Assistance Program (EAP)

Paid Parental, Caregiver, and Disability leave.

Team Member Discount Program