Support Services Analyst

Job Title: Support Services Analyst

JOB ID: 19-02306

City: Fort Worth

State: TX

Genuent is hiring a IT Service Desk Analyst  for our direct client in Fort Worth, TX. Qualified candidates should send a copy of their most updated resume to Tele at Tdelacruz@genuent.com for consideration 

IT Service Desk Analyst
Fort Worth, TX
Contract to Hire 

 
Job Description
  • Provide Support Services incident resolution, service request fulfillment, asset lifecycle and client relationship management services in a dual Service Desk and Client Support role in a dynamic environment of continuously changing service demand
  • Provide Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple channels and managing client expectations as the primary point of contact
  • Provide Client Support personal computing (workstation/desktop/laptop/tablet), mobile computing (smart phone/WiFi "hotspot” devices) and Field Service rugged purpose-built computing hardware (HW), software (SW), operating system (OS), mobile connectivity & peripherals focused support services
  • Provide client assistance with the creation of service requests for new instances of available services Provide knowledge-based consulting to clients by delivering value through knowledge, instruction and/or demonstration
  • Provide new instances of available services to address new or expanded business requirements with an emphasis on personal, mobile and rugged purpose-built computing HW, SW, OS & associated peripherals, including deployment, repositioning and recovery, SW installs/uninstalls and OS imaging
  • Recognize, document and escalate anomalies and inconsistencies between and within recorded asset information
  • Provide timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others

Service Desk Role
  • Provide documented break/fix solutions to resolve known interruption or performance degradation issues with existing services on first contact with an emphasis on core computing services
  • Diagnose, prioritize, document and factually escalate unknown issues to more experienced analysts and/or technology support functions
  • Diagnose, prioritize, document and "warm transfer” known issues to Client Support role, Access Services and/or other client support functions during periods of high call volume Client Support Role
  • Provide documented break-fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal, mobile and rugged purpose-built computing HW, SW, OS, mobile connectivity & associated peripherals, including platform, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
  • Recognize, document and factually escalate complex and/or systemic problems to more experienced analysts and/or technology support functions Service Request Fulfillment
Requirement
  • CompTIA A+ certification is required; CompTIA Security+ certification is a plus
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