Sr. Service Desk Support Analyst

Southern Glazers Wine & Spirits   •  

Dallas, TX

Industry: Food & Beverages


Less than 5 years

Posted 44 days ago


The Service Desk Support Analyst (SDSA) provides high end support for stakeholders requesting technical support for IT-related problems via remote tools and technologies. Requests may involve working with other resources internally or externally to deliver effective support services. The specialist provides ongoing technical support and follow up with stakeholders. The SDSA maintains an accurate log and description of incident and resolution efforts in the tool of record. The SDSA participates in special projects as assigned by the management team.

Duties and Responsibilities

Analyze and improve knowledge database to reduce resolution times and improve contact outcomes

Analyze incident database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement

Identify, troubleshoot, resolve, and document user system issues via remote tools and techniques

Research and resolve complex problems

Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment via remote tools and techniques

Troubleshoot issues in Windows 7, Windows 10, Microsoft Office 2010/2013/2016

Diagnose and resolve end user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, WiFi)

Create and use PowerShell scripts for device and account management

Administer user and computer accounts in Active Directory

Support remote user and VPN client connectivity

Use remote monitoring and management software to resolve client requests

Collaborate with other support staff and vendor resources to resolve requests

Escalate tickets to a more specialized resolution group as needed

Ensure end user devices (desktop, laptop, tablet, iPad, smart phone) are updated with the latest patches to guarantee secure and viable systems

Ensure all Service Level Agreements are met

Provide assistance and support for fellow Specialists as needed

Provide weekend and after-hours technical support on a rotational basis

Maintain ownership of service tickets throughout the lifespan of the support request

Prioritize work to resolve complex support issues

Oversee distribution of task in queue

Provide updates, status, and completion information to management

Maintain customer satisfaction in every step of the service delivery

Stay abreast of the company's application landscape to always ensure the highest level of service and support to the organization

Document troubleshooting instructions used to resolve complex issues and publish to the Knowledge Base

Collaborate with peers to enhance a learning organization

Assist in training new specialists

Act as point of contact for procedural or technical questions from other specialists

Perform other related duties as assigned


Minimum Qualifications

Bachelor's Degree and 3 years of experience or equivalent education and related experience

Proficient in Microsoft Office Suite

Strong organization, multi-tasking and time management skills

2 or more years of work experience in IT Technical Support

Preferred Qualifications

Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships

Knowledge of other MS Office Suite and/or software applications related to job functions

Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills

Proficient with Active Directory, Exchange 2010 and Exchange 2013 for Office 365 administration

Experience with Remote Management Software

Capability to understand the SGWS application portfolio as well as how the different systems contribute to daily business operations

Physical Demands

Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine

Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping

May require occasional lifting/lowering, pushing, carrying, or pulling up to 15lbs