Job Posting: Service Desk Analyst II – Plano, TX
CornerStone Technology Staffing Services is seeking an experienced and motivated Service Desk Analyst II to join our client's team in Plano, TX. This role is ideal for someone who is passionate about aligning technology solutions with business strategies and enjoys working in a dynamic, problem-solving environment.
Ideal Candidate Profile:
The ideal candidate for the Service Desk Analyst II position is a seasoned professional with a strong background in technology support and service desk operations. You should have a proven track record of working with business partners to deliver effective technical solutions and possess the ability to support complex processes that may cross multiple functions within an organization. As a Service Desk Analyst II, you will play a critical role in ensuring the seamless operation of technology services, serving as both a team member and a technical escalation point when necessary.
Key Responsibilities:
• Customer Support: Provide initial troubleshooting and resolution for common issues reported by end-users.
• Incident Management: Log and track incidents in the Service Desk ticketing system.
• Problem Management: May identify recurring issues and work with higher-level technicians to implement solutions.
• Knowledge Base Management: Contribute to and maintain a comprehensive knowledge base.
• Remote Support: Provide remote assistance to end-users using appropriate tools.
• Customer Communication: Effectively communicate with end-users, providing updates on incident status and resolutions.
• Equipment Inventory: Maintain accurate records of equipment and inventory
• Basic AV Troubleshooting: Diagnose and resolve minor AV equipment issues (e.g., projector lamp replacements, audio cable issues).
• Conference Room Support: Ensure AV equipment is functioning properly in conference rooms and meeting spaces.
• AV Device Setup: Assist with the setup and configuration of AV conference rooms devices (e.g., projectors, screens, sound systems).
Service Desk technicians support and will need to have a working knowledge of computer hardware, mobile devices, peripherals, Active Directory, MFA, Microsoft Windows 10, and enterprise applications such as Microsoft Office and Adobe.
Required Skills and Qualifications:
Education: Bachelor’s Degree from an accredited college or university in computer science or related field.
Experience: Four (4) years of equivalent experience in the Technology Solutions field. Two years of experience in a technology support position. Any work-related experience resulting in acceptable proficiency levels in the above minimum qualifications is an acceptable substitute for the above specified experience requirements. Bachelor’s Degree can be substituted for up to four (4) years of experience.
Any work-related experience resulting in acceptable proficiency levels in the above minimum qualifications is an acceptable substitute for the above specified education and experience requirements
Must have experience with AV equipment
• Basic AV Troubleshooting: Diagnose and resolve minor AV equipment issues (e.g., projector lamp replacements, audio cable issues).
• Conference Room Support: Ensure AV equipment is functioning properly in conference rooms and meeting spaces.
• AV Device Setup: Assist with the setup and configuration of AV conference rooms devices (e.g., projectors, screens, sound systems).
