Audubon is currently seeking a Help Desk / Service Desk Analyst II to join our Team in our Houston, TX office. The Help Desk / Service Desk Analyst II will support over the phone, through remote management tools, and directly to end users. The ideal candidate is a team player with excellent interpersonal skills who is willing to assist in all areas.
PRIMARY RESPONSIBILITIES
- Provide direct, telephone, and remote desktop support to internal company computer users courteously and professionally, following established procedures
- Installation, maintenance, and support of computer systems to ensure maximum uptime and optimal refresh intervals
- Capture and deploy system images
- Set up and maintenance of Active Directory accounts
- Record all support activities in the Service Desk ticketing system to ensure complete capturing of actions and results
- Understand and comply with all applicable Service Level Agreements, policies, and procedures
- Monitor all available ticket entry points to ensure tickets are being addressed efficiently
- Integrate with 3rd party deployment and support providers as required
- Complete other duties as assigned
EXPERIENCE AND SKILLS REQUIREMENTS
- Bachelor's degree preferred but not required.
- Requires 2+ years of help desk technician experience.
- The minimum experience for this position is 1 year of relevant experience in a Service Desk environment.
- Experience with Active Directory account creation & password resets.
- Experience supporting and setting up iPads and smartphones.
- Experience using ticketing software.
- Proven track record of maintaining an 85-95% first call resolution rate.
No Recruiters, please!
Equal Opportunity Employer/Veterans/Disabled