Service Desk Analyst 2

Netrio is a company focused on providing IT support and services. They are seeking a Service Desk Analyst 2 to serve as the first line of defense for client issues, providing initial support and escalating problems as necessary while ensuring customer satisfaction through effective communication and collaboration.ResponsibilitiesAnswer calls and tickets submitted from clients through our various communication channels, including via phone, and emailProvide initial support for all calls and tickets receivedIf the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordinglyCollaborate with team members and escalate issues appropriatelyUpdate/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 necessaryFollow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcomeDocument client specific information as needed to enable secured but easy access for future, related issuesIntake of packages and deliveries received to the officeEnter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineerMay also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when neededSkillsAssociates or Technical degree in Computer Engineering or equivalent work experience1-2 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365Experience in a customer service environmentAbility to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledgeAbility to learn and track down information needed to resolve new problem as they occurStrong written and verbal communication skillsTime management skills, and the ability to prioritize multiple concurrent issuesThe ability to work independently but also be a team playerThriving in a fast-paced environmentPerforming well under pressureBeing a fast learner, who can keep up with changing trends in a rapidly evolving industryBenefitsComprehensive benefits packageWellness programsProfessional development opportunitiesMedical and dental insuranceTerm life insuranceCareer developmentEnrollment in our company 401(k) plan with company matchCompany OverviewNETRIO is a Managed Services Provider supporting a wide variety of technology assets and services for small to medium sized organizations. It was founded in 2003, and is headquartered in Mckinney, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.netrio.com/.



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