Service Desk Analyst I – Plano, TX
CornerStone Technology Staffing Services is seeking a highly motivated and detail-oriented Service Desk Analyst I to join our client’s team in Plano, TX. This role is ideal for a candidate who excels in providing exceptional customer service and has a solid foundation in technology support. As the initial point of contact for all Technology Services support, the Service Desk Analyst I will play a crucial role in diagnosing and resolving endpoint device issues, ensuring the continuity of computer system services, and delivering clear, confident communication to both internal and external customers.
Ideal Candidate Profile:
The ideal candidate for the Service Desk Analyst I position is a technically proficient professional with strong interpersonal and communication skills. You should have a working knowledge of desktop hardware, software, peripheral equipment, and be well-versed in Windows Operating Systems and Microsoft Office applications. The ability to diagnose, troubleshoot, and resolve technical issues efficiently is essential, as is the capacity to document and communicate solutions effectively to end-users.
Key Responsibilities:
Initial Technical Support: Serve as the first point of contact for technology-related issues, gathering necessary information, and creating detailed logs in the Customer Relationship Management (CRM) system.
Problem Diagnosis and Resolution: Utilize your technical knowledge to diagnose and resolve hardware and software issues, including internet connectivity, email clients, and more.
Customer Interaction: Provide clear, concise, and courteous communication to end-users, ensuring they are informed about the status and resolution of their issues.
Service Ticket Management: Accurately process, record, and monitor all service tickets, striving to achieve a high first-call resolution rate.
System Maintenance: Perform tasks such as imaging desktops, laptops, and tablets, as well as maintaining and tracking inventory and warranty replacements.
Ongoing Learning: Stay updated with system information, changes, and updates to provide the most current solutions to users.
Required Skills and Qualifications:
Technical Expertise: Knowledge of desktop hardware, software, Windows 7 and 10 operating systems, Microsoft Office, Active Directory, and ITIL service delivery standards.
Experience: A minimum of two years of experience in a technology support role, with additional experience in customer service or a call center environment preferred.
Education: An Associate degree in Computer Science, Technology, or a related field, or equivalent work experience.
Certifications: Preferred certifications include CompTIA Security+ and A+.
