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Senior Helpesk Analyst in Fort Worth, TX at AZZ Inc.

Date Posted: 9/10/2018

Job Snapshot

Job Description



Subsidiary:

AZZ Inc.



General Description:

Under general supervision, the Senior Helpdesk Analyst privides second-level support to customers and serves as an escalation contact for the first-level Help Desk Support team members. Simulates or recreates user problems with either PC, server, mainframe applications, or hardware to resolve operating difficulties. May collaborate with network services, software systems engineering and/or applications development departments to restore service and/or identify and correct core problem.



Experience and Certifications:

Associate degree in Information Technology, Engineering or Computer Science and 3-5 years of experience; or 5-7 years of experience demonstrating progressively complex technical support/service responsibilities required. Entry-level technical support certification (e.g. A+ or CCNA) and Intermediate to advanced-level certification (e.g. N+ or CCNP) required.



Specialized Knowledge and Skills:

  • Demonstrate knowledge in configuring and supporting Windows OS (7, 8.x, 10) and small to medium networks (LAN/WAN through both wired and wireless enviornments).
  • Demonstrate knowlege in installing and supporting the following: desktop/laptop hardware and peripherals, Microsoft Office products, and Adobe products.
  • Demonstrate knowlege in email configuration and support in Microsoft Exchange enviornment.
  • Demonstrate knowlege in configuration and support of Microsoft Server software.
  • Ability to install and support server hardware.
  • Ability to install and support (managed and unmanaged) switches.
  • Must have the ability to identify and develop resulution workflows for software and hardware bugs and change requests.


Essential Duties:

  • Mananges and resolves user requests for second-level service and support wtihin prescribed time constraints as defined by the service level agreement (SLA).

  • Creates and updates service requests with detailed assessments and resolution information assigned by Service Desk Manager. Researches bug and break/fix solutions as needed.

  • Serves as a resource for first-level Help Desk Analyst on escalated requests and incidents.

  • Provides mentorship and training to first-level Help Desk Analysts to ensure seamless efficiency in service desk operations and excellent service is delivered to the customers.

  • Performs basic technical support at the network level (e.g. WAN and LAN connectivity, routers, firewalls, and security) and basic remote access solution implementation and support (e.g. VPN, Terminal Services and Citrix).

  • Provides customers with a quick resultion and high level of satisfaction to include achieving internal SLAs.

  • Partners with vendors to resolve technical problems with computer equipment, printers, mobile devices, software, networks, telephones, etc.



Work Enviornment:

Primarily indoors, air conditioned enviornment. Must be able to tolerate loud and/or constant noise. Some work in manufacturing settings.



Schedule:

Full Time



Travel:

Up to 10% to perform installaions, conduct maintenance calls and/or train staff members on IT related services, software and hardware.