IT Service Desk Analyst (Part time)

Located in San Antonio, TX

POSITION OVERVIEW:
The IT Service Desk Analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests, working to restore service as quickly as possible, or escalating them to the appropriate specialist support groups. This position requires technical troubleshooting abilities and excellent customer service skills.

ROLES & RESPONSIBILITIES:

• Manage service calls via telephone, e-mail, and auto-ticketing to ensure timely, courteous, and effective resolution of end user issues.
• Document all service calls, follow up on open tickets, and provide periodic status updates.
• Perform desktop-level fixes, including installing, configuring, upgrading, and troubleshooting software and hardware for on-site and remote users.
• Assist in network and server administration tasks.
• Train, coach, and mentor end users.
• Monitor and log daily backups and system availability.
• Test and verify fixes to ensure problems are fully resolved.
• Access software updates, drivers, knowledge bases, and online resources to aid in problem resolution.
• Assist in designing, maintaining, and enforcing service desk requests, and generate statistical reports.
• Help create, maintain, and enforce Service Level Agreements (SLAs).
• Manage IT assets and handle purchasing responsibilities.

KNOWLEDGE & EXPERIENCE:

• Strong knowledge of computer hardware, including PCs, printers, and peripherals.
• Administrative knowledge of Microsoft 365 Suite, Teams, SharePoint, OneDrive, etc.
• Familiarity with Microsoft CoPilot and ChatGPT.
• Experience with desktop and server operating systems, including Windows 10 & 11 and Server 2019 & 2022.
• Experience supporting desktop and cloud applications (Excel, Word, PowerPoint, Visio, Asana, Outlook, and various business applications such as SAP & HubSpot).
• Extensive knowledge of PC and server networking, including Windows Networking and TCP/IP.

EDUCATION/CERTIFICATION REQUIREMENTS:

• Bachelor’s degree in computer science, information services, or a related field.
• Certifications in Windows, Cisco, Networking, PCs, Microsoft Office, ITIL, or IT Service Management are a plus.

ADDITIONAL SKILLS & QUALITIES:

• Exceptional customer service orientation.
• Ability to absorb and retain information quickly (fast learner).
• Outstanding interpersonal skills, with focus on listening and asking questions.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Strong relationship management skills.
• Excellent written and verbal communication skills.
• Ability to research a wide range of computing issues.
• Able to explain technical concepts in user-friendly language for non-technical staff.
• Experience in collaborative, team-oriented environments.
• Keen attention to detail, analytical and critical thinking skills.
• Creativity and initiative.
• Bilingual (Spanish/English) is a plus.

ADDITIONAL WORK REQUIREMENTS:
Occasionally required to work additional or extended hours, including early starts, late nights, and some weekends.