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.
Responsibilities
- Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email
- Provide initial support for all calls and tickets received
- If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly
- Collaborate with team members and escalate issues appropriately
- Update/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 necessary
- Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome
- Document client specific information as needed to enable secured but easy access for future, related issues
- Intake of packages and deliveries received to the office
- Enter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineer
- May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed
Skills
- Associates or Technical degree in Computer Engineering or equivalent work experience
- 1-2 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365
- Experience in a customer service environment
- Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge
- Ability to learn and track down information needed to resolve new problem as they occur
- Strong written and verbal communication skills
- Time management skills, and the ability to prioritize multiple concurrent issues
- The ability to work independently but also be a team player
- Thriving in a fast-paced environment
- Performing well under pressure
- Being a fast learner, who can keep up with changing trends in a rapidly evolving industry
Benefits
- Comprehensive benefits package
- Wellness programs
- Professional development opportunities
- Medical and dental insurance
- Term life insurance
- Career development
- Enrollment in our company 401(k) plan with company match
Company Overview
- NETRIO 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/.