Service Desk Analyst

				Overview:

GDC IT Solutions is looking for a Service Desk Analyst in the McKinney, TX area.

Responsibilities:

* Primary phone taker for technical inquiries (all channels: phone calls, voicemail, chat/text, email).
* Actively listen to user concerns and diagnose issues (Tier 1-2 service for FSC and Branch locations across all divisions).
* Strive for First Call Resolution (FCR) whenever possible, delivering exceptional customer service through clear communication.
* Respond promptly and within determined SLA to all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication.
* Utilize AI-powered knowledge management tools and troubleshooting resources to effectively troubleshoot hardware and software issues.
* Triage complex issues and escalate to the appropriate team member or resource following established processes and procedures.
* Ensure all Service Desk Requests are documented and tracked via Work Orders per established standards.
* Follow through on all assigned Work Orders in a timely manner to meet/exceed customer expectations and within established SLA.
* Conduct Active Directory end user maintenance (unlocking accounts and password resets).
* Follow established standards for deployment of hardware and software.
* Troubleshoot and diagnose issues related to mobile devices (phones, tablets) including operating systems, applications, and connectivity.
* Assist users with mobile device security and data management.
* Collaborate with colleagues across IT for seamless issue resolution.
* Assist with Team Projects and travel (up to 25% of the time).
* Participate in a balanced after-hours On Call rotation.
* Provide training and assistance to teammates where information sharing is needed.
* Maintain proven punctuality as defined by management provided schedule.
* Maintain knowledge of modern technologies like cloud applications and mobile device management (MDM) solutions.
* Stay up to date on best practices and industry standards, such as KCS, ITIL, etc.

Qualifications:

* Education: High school diploma or GED.
* Experience:
* Three years of experience in technical support with both remote and in office users.
* Proven ability to leverage AI and knowledge management tools.

* Skills:
* Excellent written and verbal communication skills.
* Strong analytical and problem-solving abilities.
* Ability to work independently and prioritize tasks in a fast-paced environment.
* Commitment to continuous learning and staying up to date on technical advancements.
			

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