Service Desk Analyst

This role delivers exemplary customer service and technical support to Corporate and Branch locations as the primary point of contact for all technical issues. The Service Desk Analyst provides Tier 1-2 support, responds to service requests across various communication channels, documents incidents, and performs user maintenance and troubleshooting in line with established protocols.

Responsibilities

• Deliver first-tier and second-tier technical support to all users across Corporate and Branch locations, ensuring seamless resolution of technical issues and operational continuity.
• Respond efficiently and within Service Level Agreements (SLAs) to service requests received through ITSM work orders, email, chat, text, phone, and voicemail.
• Accurately document and track all service requests following established protocols to ensure accountability and facilitate resolution tracking.
• Resolve assigned work orders punctually, consistently meeting or surpassing customer expectations and adhering to service timelines.
• Perform Active Directory maintenance tasks, including account unlocking and password resets, to ensure user accessibility and security.
• Proactively troubleshoot and prioritize the resolution of hardware and software issues, escalating complex problems in accordance with standardized processes.
• Collaborate on team projects and support hardware and software deployment aligned with company standards.
• Participate in the after-hours on-call rotation and share expertise to enhance team knowledge and capabilities.

Requirements

• High-school diploma or GED.
• Minimum of three years of related desktop administration experience.
• Proven experience with remote office/user support is advantageous.
• Intermediate expertise in Microsoft Windows and Microsoft Office suites.
• Proficiency in troubleshooting computer hardware and software issues.
• Familiarity with mobile software, including iOS and AndroidOS.
• Strong ability to leverage browser search engines, systems administration tools, and scripting and automation tools for troubleshooting.
• Excellent written and verbal communication skills.
• Valid driver’s license.
• Ability to work in varied environments including indoor offices, indoor warehouses, and outdoor warehouse yards.
• Capacity for occasional long periods of sitting and standing.
• Ability to engage in extensive use of computers, phones, and other technologies.
• Capability to lift, carry, push, or pull up to 25 pounds.
• Willingness to participate in an after-hours on-call rotation.
• Availability to travel up to 25% as required for team projects and support activities.

Preferred Qualifications

• Advanced certifications such as Microsoft Certified: Azure Fundamentals, CompTIA A+, Network+, or similar credentials.
• Proficiency in utilizing ITSM software (e.g., ServiceNow, BMC Remedy, or Jira Service Desk).
• Experience troubleshooting and supporting Linux and MacOS operating systems.
• Knowledge of basic cybersecurity principles and practices, including recognizing phishing attempts and managing secure connections.
• Track record of exceptional customer service in high-pressure environments.
• Experience contributing to IT projects and understanding of project management methodologies.
• Bilingual proficiency (English/Spanish).
• Experience with scripting languages such as PowerShell, Python, or Bash.
• Strong interpersonal skills, including conflict resolution and negotiation capabilities.

Working Conditions

• Hybrid working environment integrating both office-based and remote work settings.
• Fast-paced, deadline-driven environment requiring effective time management.
• Primary location is the Corporate office, with duties extending to Branch locations.
• High degree of interaction with employees at all organizational levels.
• Occasional work in indoor or outdoor warehouse settings, with physical demands such as lifting up to 25 lbs.
• Participation in a balanced after-hours on-call rotation.
• Travel up to 25% of the time.

Physical Requirements

• Primarily operates in a standard office environment with occasional long periods of sitting and standing.
• Extended use of computer and telecommunications equipment.
• May involve lifting, carrying, pushing, or pulling objects up to 25 lbs.
• Regular interaction with employees across all levels of the company.
• Exposure to indoor and outdoor warehouse settings.
• Reasonable accommodations available for individuals with disabilities.

Benefits

• Competitive weekly/bi-weekly pay and discretionary bonuses.
• 401(k) with company match.
• Employee Stock Purchase Plan.
• Paid time off (vacation, sick, volunteer, holidays, birthday, floating).
• Medical, dental, and vision insurance.
• Flexible spending accounts.
• Company-paid life and short-term disability insurance.
• Optional long-term disability and additional life insurance.

Job Location: SRS Distribution - McKinney, 7440 State Highway 121, McKinney, TX 75070-3104.