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Netrio · 3 days ago

Service Desk Analyst II (Weekends)

McKinney, TX

Full-time

Hybrid

Mid Level

$55K/yr - $65K/yr

3+ years exp

Netrio is a company providing technical support services, and they are seeking a Service Desk Analyst II to deliver intermediate technical support for hardware, software, and networking issues. The role involves managing client requests, collaborating with engineering teams, and supporting IT projects while ensuring customer satisfaction and documentation accuracy.

Cyber SecurityInformation TechnologyIT ManagementNetwork SecurityTelecommunications

Responsibilities

Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email

Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly

Collaborate with team members and escalate issues appropriately

Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary

Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome

Document client specific information as needed to enable secured but easy access for future, related issues

Intake of packages and deliveries received to the office. Enter the information for each delivery into Zoho under the relevant client and mark that package for pickup by the engineer

May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed

Provide in-depth support for escalated issues with desktops, laptops, servers, and network devices. Troubleshoot hardware, software, and network problems, including firewalls, switches, and access points

Windows Server & Active Directory Management

Troubleshoot and manage issues related to Windows Server, Active Directory, and Group Policy. Ensure systems are functioning optimally and securely

Assist with setup, configuration, and troubleshooting of network components, including VPNs, routers, switches, and firewalls

Provide support for Office 365, including user management, license assignments, troubleshooting, and email-related issues. Assist with Exchange Online and on-premises troubleshooting, focusing on mailbox management, email flow, and user access issues. Ensure proper integration between cloud and on-prem environments and resolve any service disruptions

Support cloud environments like AWS, GCP, and Azure. Assist with cloud resources, routine maintenance, and troubleshooting related to cloud infrastructure. Collaborate with senior team members on cloud migrations and configurations

Work alongside Tier 1 and Tier 3 support teams to resolve complex technical issues and ensure smooth escalation processes

Perform regular updates, upgrades, and maintenance tasks to keep client systems secure and up to date

Coordinate with third-party vendors for support and service-related issues. Manage and escalate tickets to vendors as needed, ensuring timely resolution and keeping clients informed of progress. Act as a liaison between the client and vendor for smooth communication and effective issue resolution

Provide remote support to end-users, assisting with software installations, troubleshooting, and educating users on best practices

Contribute to client onboarding and IT infrastructure projects as needed. Assist with deployment and configuration of new systems or services

Use ticketing systems such as Remedy, Jira, or ServiceNow to track and document all support requests, ensuring detailed and accurate records of troubleshooting and resolutions

Qualification

IT support experienceWindows ServerActive DirectoryNetwork infrastructureCloud servicesTicketing systemsCommunication skillsTime managementTeam playerAttention to detail